Customer Success & Product Support Specialist
职位总结 我们正在寻找一个经验丰富的客户成功和产品支持专家，以为美国商业客户提供 AI 驱动的美容市场情报和分析平台提供面向客户的支持。该角色结合了 B2B SaaS 产品支持，客户上机，基本故障解决以及与美国和韩国团队协调客户请求。专家将作为客户的主要联系点，帮助他们导航平台，了解其功能，沟通技术问题，并要求产品改进。理想的候选人具有强大的沟通技能，支持 B2BSaaS 产品的经验，以及理解和记录复杂客户需求的能力。这个职位需要一个能够自信地与商业专业人士，包括高级利益相关者进行交谈的人，询问正确的问题，并与内部团队协调以确保请求和问题得到有效解决。工作详细的工作设置：从家工作时间安排：周一到星期五，早上9点至晚上6点美国东方时间假期：根据客户的节日日历后的美国假期责任。·通过电子邮件和应用程序中聊天提供 Tier 1客户和产品支持，协助商业客户询问平台的功能和使用。·指导客户在浏览仪表板，分析，报告，数据更新，出口，帐户设置和其他平台特性方面。·通过 Zoom 或 Google Meet 进行虚拟客户登录和产品培训会议，包括现场产品通行，功能示范以及回答客户问题。· 收集，澄清和记录客户需求，反和产品改进请求，包括定制仪表板布局，报告偏好，数据筛选器，日期范围和潜在自动化功能。· 与美国的商业客户，包括高级管理层和高管级利益相关者进行专业沟通，了解他们的要求，业务目标和预期结果。·执行应用程序和平台相关问题的基本故障解决，收集相关信息，调查常见问题，并记录复制报告的问题步骤。· 创建，更新，优先考虑和监测客户支持门票，确保报告的问题，请求以及相应行动的准确记录。·确定问题。
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Position Summary
We are seeking an experienced Customer Success & Product Support Specialist to provide customer-facing support for an AI-powered beauty market intelligence and analytics platform serving U.S. business customers.
The role combines B2B SaaS product support, customer onboarding, basic troubleshooting, and coordination of customer requests with U.S. and Korea-based teams. The specialist will serve as a primary point of contact for customers, helping them navigate the platform, understand its features, communicate technical issues, and request product enhancements.
The ideal candidate has strong communication skills, experience supporting B2B SaaS products, and the ability to understand and document complex customer requirements. This position requires someone who can confidently engage with business professionals, including senior-level stakeholders, ask the right questions, and coordinate with internal teams to ensure requests and issues are addressed effectively.
Job Details
Work setup: Work From Home
Work schedule: Monday to Friday, 9:00 AM to 6:00 PM U.S. Eastern Time
Holidays: Following U.S. holidays based on the client's holiday calendar
Responsibilities
- Provide Tier 1 customer and product support through email and in-app chat, assisting business customers with inquiries about platform functionality and usage.
- Guide customers in navigating dashboards, analytics, reports, data refreshes, exports, account settings, and other platform features.
- Conduct virtual customer onboarding and product training sessions through Zoom or Google Meet, including live product walkthroughs, feature demonstrations, and answering customer questions.
- Gather, clarify, and document customer requirements, feedback, and product enhancement requests, including customized dashboard layouts, reporting preferences, data filters, date ranges, and potential automation features.
- Communicate professionally with U.S.-based business customers, including senior management and executive-level stakeholders, to understand their requirements, business objectives, and expected outcomes.
- Perform basic troubleshooting of application and platform-related issues, collecting relevant information, investigating common problems, and documenting steps to reproduce reported issues.
- Create, update, prioritize, and monitor customer support tickets, ensuring accurate documentation of reported issues, requests, and corresponding actions.
- Identify issues requiring advanced technical assistance and coordinate escalations involving Tier 2/3 support, data-related concerns, product requests, or urgent matters with the appropriate U.S. and Korea-based teams.
- Collaborate with internal teams through communication and ticketing platforms such as Slack, Jira, or Linear to facilitate the resolution of customer issues and requests.
- Maintain ownership of customer cases through resolution, providing timely status updates, communicating outcomes, and ensuring appropriate follow-up.
- Follow established product support procedures, escalation guidelines, and training materials while providing feedback to help improve customer support processes as the platform evolves.
Qualifications
- At least 3 years of relevant experience in customer-facing product support, technical support, or customer success, including direct experience supporting B2B Software-as-a-Service (SaaS) products.
- Excellent spoken and written English communication skills, with the ability to interact confidently and professionally with U.S.-based customers and business stakeholders.
- Demonstrated experience supporting SaaS applications, including helping users navigate software features, address product inquiries, and resolve basic application-related issues.
- Strong listening, analytical, and problem-solving skills, with the ability to understand complex customer requests, ask appropriate clarifying questions, and accurately document requirements.
- Ability to communicate technical information clearly to nontechnical users and coordinate effectively with internal technical or product teams.
- Comfortable conducting live customer-facing product walkthroughs, virtual onboarding sessions, and user training after receiving platform-specific training.
- Good organizational skills and attention to detail, particularly in managing support tickets, tracking escalations, and maintaining customer communication.
- Basic IT/helpdesk or application troubleshooting knowledge, including the ability to distinguish issues that can be resolved at Tier 1 from those requiring escalation.
- Willingness and ability to work U.S. Eastern Time business hours and follow the client's U.S. holiday calendar.
Nice to Have's
- Experience supporting U.S. B2B SaaS customers (strongly preferred).
- Familiarity with customer support and collaboration tools such as Zendesk, Intercom, Jira, Linear, and Slack.
- Experience supporting analytics, reporting, business intelligence, marketing technology, or other data-driven SaaS platforms.
Originally posted on Himalayas