SaaS Product Support Jedi

Executive Mandate Specification

We’re on the hunt for a sharp, self-driven SaaS pro who’s as comfortable troubleshooting API and integrations as they are navigating human conversations.

Our European client base is growing fast and we need someone who can keep up. Our software isn’t your average plug-and-play; it has a steep learning curve so you’ll need to be technically savvy while also being the kind of person clients genuinely enjoy talking to. If you’ve got SaaS in your DNA, thrive in async/remote environments, and can juggle multiple threads without breaking a sweat — keep reading.

You’ll join a lean, high-performing global support team working across two SaaS products, Award Force and Good Grants. Day to day you’ll be communicating with colleagues and clients across countries, cultures, and time zones.

Support happens across email tickets, phone, and 1-1 Zoom calls. Once you’ve leveled up on product knowledge, you’ll run onboarding sessions and client meetings covering issue resolution, best practices, and product adoption.

You’ll also be hands-on with bug testing and reporting, feeding considered feedback to our product teams— always pushing to make our products better.

We have a startup mindset. We experiment with new tools, iterate on processes, and move fast. Got a great idea? Pitch it. We’re not big on bureaucracy, only results. We don’t expect you to be a slave to your chair but flexibility is a must.

• You’re based in the UTC +1 or +2 timezone range. This is non-negotiable. Our European team and clients operate in this window and we don’t allow shift work. If you live outside this range, this one’s not for you
• 2+ years of professional experience, ideally in a SaaS support or client-facing role
• Native-level English fluency (bilingual? Even better!)
• Terms like HTML, CSS, JS, API, integrations, dev console, staging & production environments, GitHub repos, and database queries don’t make you flinch. You don’t need to write code, but you need to get it
• You’ve got exceptional interpersonal and communication skills—written and verbal
• Client calls energise you. Four to five Zoom meetings a day? Bring it on
• You’re a natural problem solver who loves helping others untangle theirs
• Your writing is clean, well-structured, and detail-oriented
• You’re curious by nature and love learning new things
• You’re not allergic to upselling or fielding “sales-y” questions
• You’re organised and process-driven. Multiple tools for different workflows? No problem — you thrive in that setup
• You’re self-motivated and independent, but you also value being part of a tight-knit team
• Remote work isn’t just something you dabble in—it’s where you do your best work. You’ve got fast, reliable internet and a distraction-free workspace ready to go

Product support

• Go deep on product knowledge through self-driven learning—become the expert

• Be the first point of contact on all inbound support via email/tickets, phone, and eventually live chat

• Run 1-1 Zoom sessions with clients for technical consultation and query resolution

• Maintain our consistently impressive first-reply-time metric (yeah, we’re proud of it)

• Provide technically accurate responses backed by hands-on testing of scenarios

• Collaborate with engineering to squash bugs and keep clients in the loop with timely updates

• Spot patterns in user issues and flag them for product improvement

Be seriously good with clients

• Speed matters. Respond quickly and decisively
• Listen deeply—get to the root of the issue and own it until it’s resolved
• Treat every client interaction with genuine respect and appreciation
• Build trusting, long-term relationships rooted in honesty and transparency

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship