Live Chat Support Specialist

Who Are We

Postman is the worlds leading API platform used by more than 40 million developers and 500000 organizations including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaborationenabling users to create better APIs faster.

The company is headquartered in San Francisco and has an office in Bangalore where it was founded. Postman is privately held with funding from Battery Ventures BOND Coatue CRV Insight Partners and Nexus Venture Partners. Learn more at or connect with Postman on X via @getpostman.

P.S: We highly recommend reading The API-First World graphic novel to understand the bigger picture and our vision at Postman.

Type: Full-time
Shift: Night shift (aligned with U.S. time zones)

Holiday Coverage: required and to be aligned with our current policy on holiday allowance

Shift Timing: 6:00 PM 3:00 AM IST / 9:00 PM 6:00 AM IST (Rotational)

Were launching a pilot live chat support program and looking for a Live Chat Support Specialist to join our growing Customer Operations Support team and to help shape the future of real-time customer engagement at Postman. As part of this new initiative youll be among the first team members delivering high-quality live chat support to our global user base.

This is an exciting opportunity for someone who thrives in fast-moving environments enjoys building from the ground up and is passionate about delivering world-class customer support. In this role youll be the first point of contact for millions of users around the world delivering fast thoughtful and effective support via our live chat platform identifying root causes and working collaboratively to improve the customer experience.

What Youll Do

• Manage a high-volume queue of live chat conversations and deliver fast accurate and friendly support.
• Own user issues from initial contact through resolution or successful escalation
• Use tools like Intercom Zendesk Salesforce JIRA and other internal tools to support users within defined SLAs.
• Triage and route inquiries to appropriate teams across technical support sales renewals and finance.
• Identify and handoff potential leads during chat conversations to Sales and Renewals teams.
• Monitor and respond to potential cancellations surfaced via live chat proactively involving Customer Success Managers where needed.
• Prioritize multiple chat conversations and issues based on urgency and customer impact.
• Contribute to our global chat coverage model ensuring availability during assigned shifts.

Requirements

• 12 years of experience in live chat customer support or sales support ideally for a modern SaaS or cloud-based product
• Solid understanding with SaaS subscription workflows including billing cycles upgrades renewals prorations and cancellations and experience handling related queries across cloud-based platforms
• Willingness to work night shifts exclusively aligned with U.S. time zones including flexibility for on-call and holiday coverage
• Hands-on experience with tools like Intercom Zendesk and Salesforce
• Excellent written and verbal communication skills with a focus on clarity empathy and tone in live chat interactions

Youll Be a Strong Candidate If You Have

• Experience with SaaS products particularly familiarity with pricing and licensing
• A background in supporting or collaborating with Sales Renewals or Business Development teams especially in lead triage or pre-sales support
• Proficiency with live chat platforms such as Intercom or Zendesk ideally in a high-volume fast-paced customer-facing environment
• Flexibility to collaborate with global teams and the ability to join on relatively short notice

What Else

In addition to Postmans pay-on-performance philosophy and a flexible schedule working with a fun collaborative team Postman offers a comprehensive set of benefits including full medical coverage flexible PTO wellness reimbursement and a monthly lunch stipend. Along with that our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected while our donation-matching program can support the causes you care about. Were building a long-term company with an inclusive culture where everyone can be the best version of themselves.

At Postman we embrace a hybrid work model. For all roles based out of San Francisco Bay Area Boston Bangalore Hyderabad and New York employees are expected to come into the office 3-days a week. We were thoughtful in our approach which is based on balancing flexibility and collaboration and grounded in feedback from our workforce leadership team and peers. The benefits of our hybrid office model will be shared knowledge brainstorming sessions communication and building trust in-person that cannot be replicated via zoom.

Our Values

At Postman we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes but also failures. In our work we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

Equal opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.