Customer Success & Product Support Specialist

Job description

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.