Customer Support Specialist (Enterprise SaaS) 21112

Location: Remote (LATAM or South Africa)Employment Type: Full-time ICWorking Hours: 11:00 AM 7:00 PM ET MondayFriday

We are a rapidly growing enterprise SaaS company changing how employees arrive at work. Our platform brings parking EV charging and workplace transportation together into one intelligent system helping large organizations make better use of their infrastructure while giving employees a simpler daily experience.

We run complex enterprise programs across the globe and are trusted by some of the worlds most innovative companies including Google OpenAI Netflix Riot Games Uber and Novartis. As our customer base scales across regions we are expanding our global Customer Success and Support team to deliver seamless coverage across time zones.

This role exists because support sits closer to our customers than any other team. As our enterprise footprint grows we need that frontline to do two things at once: resolve issues quickly and turn what it learns back into a better product and stronger self-serve documentation.

You will be the first point of contact for both end users and the administrators running multi-site programs. Reporting to the Customer Support Lead you will work alongside a global team to own the EMEA queue while overlapping with North American hours.

This is an investigative role as much as a communications one. You will reproduce and diagnose issues resolve what you can escalate what you cant with complete context and make sure the wider business hears what customers are struggling with. Your work directly reduces the volume that reaches Engineering and helps shape what we build next.

Frontline Support & Resolution

• Own first-response and resolution times against published targets across email and live chat.
• Adapt your explanation to whoever is in front of you from an employee opening the app for the first time to an administrator running a multi-site program.
• Maintain CSAT at or above 95% across the EMEA queue.
• Grow first-contact resolution as your product knowledge deepens reducing escalation volume over time.

Investigation Triage & Escalation

• Reproduce reported issues and distinguish genuine product bugs from configuration data or process problems before escalating.
• Escalate with complete context (what was reported what you tested what you ruled out) so Engineering can act without a follow-up question.
• Recognize urgent high-impact or widespread issues early and route them accordingly.

Voice of the Customer

• Identify recurring questions friction points and product limitations from daily conversations and bring them to Support Customer Success and Product with evidence of frequency and impact.
• Give Product the context it needs to weigh customer pain against roadmap priorities.
• Partner with Customer Success on high-touch or at-risk accounts when support signals point to a larger issue.

Knowledge Base & Documentation

• Build and maintain customer-facing help articles and internal documentation so common questions are resolved before they become tickets.
• Keep existing documentation accurate as the platform evolves.

• Prior experience in a customer-facing support role ideally supporting a SaaS product.
• Excellent written English with the ability to stay clear patient and professional under volume.
• Strong problem-solving instincts and genuine curiosity about why something isnt working.
• Sound judgment on when to resolve directly versus escalate and the ownership to see an issue through either way.
• The organization to run multiple conversations at once without dropping any of them.
• Comfort learning SaaS products quickly and explaining workflows to non-technical users.
• Availability to work 11:00 AM 7:00 PM ET MondayFriday.

• Experience with Intercom Zendesk or a similar support platform.
• Experience writing knowledge base articles help documentation or SOPs.
• Experience configuring AI-powered support agents (workflows knowledge sources automated responses).
• Additional languages particularly Spanish or French.

You are:

• Highly organized and calm under a steady volume of conversations.
• Naturally curious. You dig into the why not just the symptom.
• A clear patient writer who can meet a frustrated user or a technical admin where they are.
• Comfortable with ambiguity investigation and owning a problem end to end.
• Motivated by improving the product and the customer experience not just closing tickets.

• Exceptional customers: Support users and administrators at some of the worlds most innovative organizations.
• Real impact: Support sits closest to our users. What you surface shapes what we build and fix.
• Product exposure: Develop deep working knowledge of an enterprise SaaS platform alongside the teams building it.
• Career growth: Build experience across Customer Support Customer Success Product and SaaS operations within a growing company.
• Remote flexibility: Work remotely as part of a global team.
• A values-driven team: Talented teammates who care deeply about our customers and each other.

Apply with your resume. Shortlisted candidates will be asked to complete a short written exercise responding to a real support scenario before an interview.