This position is posted by Jobgether on behalf of Qualio. We are currently looking for a Customer Support Specialist in North America.
As a Customer Support Specialist, you’ll be at the frontline of customer success, helping users navigate and make the most of a robust SaaS platform serving the life sciences industry. You’ll respond to product and technical inquiries primarily via chat and email, delivering fast, empathetic, and knowledgeable assistance. With each customer interaction, you’ll play a key role in boosting satisfaction, flagging risks or opportunities, and contributing to product and process improvements. This is a fully remote position, perfect for someone who enjoys problem-solving, working cross-functionally, and making a direct impact.
Accountabilities:
- Respond to customer inquiries with urgency and professionalism, troubleshooting product and technical issues to deliver timely resolutions.
- Research, reproduce, and resolve complex support cases while maintaining a strong sense of ownership.
- Collaborate closely with Customer Success Managers, Product, and Development teams to ensure a seamless customer experience.
- Leverage in-depth troubleshooting and diagnostic skills to identify root causes and recommend solutions.
- Identify patterns or trends in customer interactions that indicate risks or upsell opportunities, sharing insights with relevant stakeholders.
- Guide customers toward training resources and suggest process or product improvements based on real-world feedback.
Requirements
- 3+ years of experience in a customer-facing support role, ideally within a B2B SaaS environment.
- Familiarity with quality or regulatory standards is a strong plus.
- Strong analytical skills with the ability to diagnose problems, interpret data, and reach logical conclusions.
- Excellent communication and interpersonal skills, with a people-first approach to customer service.
- Eagerness to learn and adapt to technologies used in regulated environments.
- Able to work independently while collaborating effectively with a remote, distributed team.
Benefits
- Competitive salary and unlimited paid time off
- Flexible holidays to support work-life balance
- Annual stipend for professional development
- Home office budget and working space allowance
- The chance to support companies bringing life-saving products to market
- Inclusive culture that values diverse backgrounds and perspectives
Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
? Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
? It compares your profile to the job’s core requirements and past success factors to determine your match score.
? Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
? When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!
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