Customer Support Specialist (В2В, SaaS)

Job description

Precoro is an innovative AI-powered procurement centralization & automation В2В SaaS platform, helping companies eliminate manual tasks and control purchasing activities across all subsidiaries. With over 1,000 customers in more than 80 countries, Precoro has proven its ability to create real business value and deliver substantial cost savings. As we scale, we’re looking for a Customer Support Specialist You will drive customer satisfaction at scale by taking ownership of incoming inquiries across our global markets. You will be directly responsible for troubleshooting technical cases, maintaining SLAs, and delivering top-tier support that turns everyday users into long-term Precoro advocates. 💫 Responsibilities Multi-Channel Support: Respond to client queries via chats, emails, video conferences, and phone calls (very seldom) . Troubleshooting & Escalation: Analyze support requests, troubleshoot issues, reproduce and test reported problems, and escalate cases to the appropriate team when necessary. Customer Satisfaction: Provide customers with accurate, effective, and customer-focused solutions while ensuring a high level of satisfaction. SLA & Quality Standards: Meet established service level agreements (SLAs) and support quality standards. Knowledge Base Maintenance: Document troubleshooting steps, known issues, and resolutions to maintain an up-to-date knowledge base. Product Improvement: Gather customer feedback and report recurring issues or feature requests to help improve the product. 🎯 Requirements Must-Haves: Relevant Experience: Previous experience in Customer Support, Client Success, or a client-facing role (preferably in B2B or SaaS). English Proficiency: Proficient written and oral English. Analytical Mindset: Analytical thinking and root cause analysis. Attention to Detail: Detail-oriented approach. Problem-Solving Skills: Strong problem-solving abilities. Empathic Communication: Professional and empathic communication to clearly explain solutions and build positive relationships with customers. Priority Management: Ability to manage multiple priorities efficiently. Ownership Mindset: Ownership mindset with the ability to take responsibility for customer cases and drive them to resolution. Nice-to-Haves: International Communication: Hands-on experience communicating with foreign customers. Technical Skills: Solid working knowledge of Excel. Information Processing: Ability to quickly extract key insights and main points from given information. Continuous Growth: Strive for self-development, learning, and continuous improvement. Adaptability: Willingness to adapt and thrive in a fast-paced, dynamic environment. Conflict Resolution: Ability to handle and diffuse challenging or stressful customer situations with ease. Working Hours: Working aligned with US Eastern Standard Time (EST) schedule. 📈 What Success Looks Like: 3 Months: Successfully complete onboarding and integrate into the team. Take over basic support cases and start resolving medium-complexity requests. Demonstrate alignment with core company values ( ownership, responsibility, feedback, communication ). Begin taking responsibility for a specific product module or area. 6 Months: Become an expert in handling medium-complexity cases and start resolving critical support requests. Suggest process and product improvements based on customer feedback. Ramp up to standard CSM productivity levels. 9 Months: Master the resolution of critical support cases. Actively contribute to evolving the team's support culture. 12 Months: Serve as an absolute expert in Precoro’s product, business values, and customer cases. Demonstrate out-of-the-box thinking and contribute to team leadership. Take the lead on one of the internal support projects. 🎁 Why you’ll love working at Precoro: Global Impact: You will work on a top-tier B2B SaaS product used by 1,000+ international businesses across the US, Europe, and worldwide. Trust-based Management: No micromanagement — your ideas and initiatives are always encouraged and truly matter. Supportive & Ambitious Team: You’re not alone — our team is open, honest, and always ready to support your professional journey. Reimbursement for Professional Growth: We invest in your development through courses, conferences, and educational resources. Flexibility & Balance: Flexible working hours (we care about results, not time tracking) + 26 paid days off annually. 📋 What to Expect: CV and Video Pitch Review Test Task Interview with the hiring manager (60 minutes) The trial period will last 3 months, after that, you’ll get lots of congratulations! Join the Precoro team and let’s create innovation together! 🤩 We truly appreciate every application, but will reach out only to candidates whose profiles align with the role. Our website - Our LinkedIn