Remote Customer service Jobs · SaaS

• Provide high-quality technical support to customers across multiple channels, troubleshooting issues and investigating software behavior.
• Learn and apply comprehensive product knowledge across Granicus solutions, and assist in case escalations and mentoring peers.
• Participate in 24/7/365 on-call support rotations and collaborate with cross-functional teams to improve product efficiency.

Granicus builds and implements technology that transforms the Govtech industry by bringing governments and constituents together. They have served over 5,500 government agencies and 300 million citizen subscribers, and have been recognized as a top company to work for with a remote-first, inclusive culture.

• Manage one of our largest enterprise accounts, driving adoption and renewal.
• Design and execute scalable onboarding and training programs for clients.
• Use data-led insights to drive engagement and reduce churn.

Pencil is a SaaS company that uses Generative AI to transform advertising content creation. They aim to make AI accessible to both big brands and small businesses, fostering a culture of innovation and collaboration.

• Lead the client success function and shape strategies for adoption, retention, expansion, and long-term customer value.
• Develop high-performing teams, establish clear KPIs, and create scalable customer success processes.
• Act as a trusted advocate for clients, ensuring their priorities are reflected across the organization.

This company is a mission-driven, data-focused organization that helps higher education institutions achieve stronger outcomes. It fosters a collaborative culture that values curiosity, authenticity, diverse perspectives, continuous learning, and meaningful impact.

• Define and execute the global support strategy, overseeing dual-shore US and offshore teams to ensure world-class customer experience and SLA performance.
• Drive digital transformation through AI automation, self-service capabilities, and modernized systems to scale support operations.
• Foster a culture of technical excellence, talent development, and cross-functional alignment with Product, Engineering, and Revenue teams.

Prove provides phone-centric identity tokenization and passive cryptographic authentication solutions for mobile-first businesses. With over 1,000 enterprise customers and 20 billion annual requests, we foster a fast-paced, collaborative culture of self-starters who thrive on challenging work and teamwork.

• Manages inbound customer requests for technical support and services.
• Resolves customer support questions in a timely and accurate manner via phone, email, or troubleshooting screen share meetings.
• Identifies customer needs and helps them leverage specific Allego features.

Allego is a rapidly growing SaaS technology company and creator of the market-leading Revenue Enablement Platform. It has been recognized as a top place to work by The Boston Business Journal, The Boston Globe, and Inc. Magazine.

• Lead customers through the full implementation lifecycle, configuring the Firstup platform and integrating with other systems.
• Manage project milestones, risks, and dependencies to ensure successful and timely launches.
• Provide expert guidance on product setup, authentication, and technical troubleshooting.

Firstup provides a platform for employee communication and engagement. They are a SaaS company focused on customer value and delivery across EMEA.

• Own complex escalations for strategic accounts end-to-end.
• Investigate with internal tooling before contacting the customer.
• Diagnose live issues by querying underlying data stores.

Backstory helps companies understand the state of their revenue business by answering questions that span customer interactions, sales activity, pipeline health, and deal execution. They are a well-funded startup backed by Y Combinator and top investors, with a culture that values ownership and autonomy.

• Lead end-to-end customer deployments and adoption journeys from discovery to scaled usage.
• Own customer engagement strategies that increase adoption and accelerate time-to-value.
• Act as product strategist for strategic accounts, connecting goals to capabilities and workflows.

Mindtickle is an AI-powered revenue enablement platform that helps companies drive behavior change and increase revenue per rep. The company is recognized as a market leader and offers a diverse, engaging workplace with a focus on innovation and customer success.

• Serve as frontline support for clinicians using Ambience's AI documentation platform, diagnosing technical issues and providing empathetic resolutions.
• Identify recurring issue patterns and create troubleshooting guides, FAQs, and SOPs to improve support workflows.
• Respond to on-call escalations and contribute to reporting on CSAT, resolution rates, and handling times.

Ambience Healthcare builds an AI intelligence platform that restores humanity to healthcare by reducing administrative burden for clinicians. Backed by top VCs and ranked #1 for improving clinician experience, the company values candor, positivity, and deep thought, and is recognized as a LinkedIn Top Startup.

• Guide customers through technical post-sale journeys, from implementation to renewal, as a trusted advisor.
• Collaborate with Customer Success, Product, and Support teams to drive adoption and value.
• Represent customer needs internally and create scalable resources like playbooks and knowledge-base content.

1Password is a cybersecurity company that builds identity and access management solutions, including enterprise password management and Unified Access Management. With over $400M in ARR and a spot on the Forbes Cloud 100, they serve 180,000+ businesses and foster a culture of curiosity, collaboration, and human-centric innovation.