*Customer Support Specialist -
*Customer Support Specialist -
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Job Description
Job Title: Customer Support Specialist
Location: Remote (EST Time Zone)
Salary Range: up to 2000 USD
Work Schedule: Monday - Friday 9:00 AM to 5:00 PM (EST) (Core hours align with the candidates local time with some EST overlap for training. The final schedule will be confirmed during interviews.)
NOTE: INDEPENDENT CONTRACTOR POSITION
Company Overview:
Sagan is an exclusive membership community for top executives founders and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses connecting candidates from vibrant regions like Latin America the Philippines India Pakistan Bangladesh and Africa with leading American companies. Sagan provides a high-performance remote work environment ensuring access to world-class opportunities for top-tier professionals.
About the Company:
Sagan represents a fast-growing SaaS company delivering intuitive legal workflow solutions to professionals across industries. The team fosters a collaborative high-performing and customer-obsessed environment where talent is empowered to grow.
Position Overview:
Were looking for a tech-savvy detail-oriented Customer Support Specialist who thrives on helping others. Reporting to the Director of Customer Support youll be the first point of contact for users across live chat email and phone. Youll not only troubleshoot and resolve issues but also lead user training and serve as a key feedback conduit between customers and internal teams. This is a hands-on role that blends frontline support with light enablement and process improvement.
Key Responsibilities:
- Respond to support inquiries across live chat email and phone in a timely and helpful manner.
- Troubleshoot and resolve product issues or escalate them as necessary.
- Conduct training sessions for new and existing users.
- Identify trends in support requests and collaborate with internal teams to improve product and documentation.
- Provide high-quality context-driven responses that align with each customers needs.
- Support the broader Customer Success team with enablement efforts that drive adoption and satisfaction.
- Stay informed about system updates and advocate for customers in internal conversations.
Qualifications:
- 2 years in a customer support role ideally supporting SaaS or web-based software.
- 2 years working remotely in a high-performance environment.
- Strong written and verbal communication skills in English.
- Proficiency with Microsoft Excel and Google Sheets.
- Clear patient and empathetic communicator.
- Ability to manage multiple tasks and respond quickly to shifting priorities.
Nice-to-Haves:
- 5 years of client-facing experience in SaaS or legal tech.
- Exposure to intellectual property or legal workflows.
- Interest in tech process improvement and customer education.
- Strong problem-solving instincts and a customer-first mindset.
Resume Submission Guidelines:
To help us review your application efficiently please submit your resume in text-based PDF format only.
Avoid uploading scanned documents image files (JPG/PNG) or Word documents (DOC/DOCX) format to prevent your application from being overlooked.
Important: For timely processing both your resume and introductory video must be submitted in English.
Employment Type
Full Time
