Customer Support Specialist - SaaS

About the role

Ustossdown is a SaaS-based marketing agency offering e-commerce and digital marketing solutions for the food industry, helping restaurants own their customer relationships. It is looking for a Customer Support specialist who will manage queries and technical issues for local and international clients, taking full ownership from diagnosis through resolution.

Key responsibilities

• Manage customer queries and technical support issues, communicating professionally and on time.
• Troubleshoot websites, online ordering systems, integrations, dashboards, APIs and other digital products before escalating to Engineering.
• Analyse support workflows to find repetitive, inefficient and automatable processes.
• Design and implement automated workflows for ticket creation, categorization, routing, prioritization, escalation, follow-ups and closure.
• Use AI and automation to improve ticket classification, response drafting, knowledge retrieval and troubleshooting.
• Maintain support documentation, SOPs, knowledge bases and automated tracking of response times, resolution times and SLA breaches.
• Continuously improve the support system by finding root causes and automation or AI opportunities.

Required profile

• 2 years of experience in Technical Customer Support, Customer Success, Support Operations or a similar role.
• Experience dealing directly with international clients.
• Strong computer science, IT, software engineering or related technical background.
• Excellent spoken and written English; strong client-handling and presentation skills.
• Ability to work independently and take end-to-end ownership of problems.

Required skills

• Understanding of APIs, integrations, databases, web applications and basic system troubleshooting.
• Hands-on experience with task management tools such as ClickUp.
• Basic understanding of workflow automation and practical experience with automation platforms.
• Practical experience using AI tools in professional workflows.