We’re looking for a sharp, self-motivated SaaS professional who’s just as skilled in handling staging environments as they are in navigating conversations with people.

Our APAC client base is growing quickly, and we need someone who can keep pace. Our software isn’t a simple plug-and-play tool; it comes with a steep learning curve, so you’ll need strong technical aptitude as well as the kind of personality clients genuinely enjoy interacting with. If SaaS comes naturally to you, you thrive in async and remote environments, and you can manage multiple threads without stress, keep reading.

The role
You’ll join a lean, high-performing global support team working across two SaaS products: Award Force and Good Grants. You’ll collaborate daily with colleagues and clients across different countries, cultures, and time zones.

Support takes place via email tickets, phone calls, and one‑on‑one Zoom sessions. Once you’ve built up your product expertise, you’ll lead onboarding sessions and client meetings focusing on troubleshooting, best practices, and product adoption.

You’ll also take part in bug testing and reporting, offering thoughtful feedback to our product teams as we continually aim to improve our products.

We operate with a startup mindset. We test new tools, refine processes, and move quickly. Have a great idea? Share it. We’re focused on results, not red tape. We don’t expect you chained to your desk, but flexibility is essential.

You’ll need to meet these requirements
• You are located in the UTC +8 to UTC +11 time zone range—this is essential. Our APAC team and clients work within these hours, and we don’t offer shift work.
• At least 2 years of professional experience, ideally in SaaS support or a client-facing role
• Native-level English fluency (bilingual is a plus)
• Terms like HTML, CSS, JS, API, integrations, dev console, staging and production environments, GitHub repos, and database queries feel familiar. You don’t need to code, but you must understand the concepts
• Excellent written and verbal communication and interpersonal skills
• You enjoy client calls and are comfortable doing four to five Zoom meetings a day
• You’re a natural problem solver who loves helping others work through challenges
• Your writing is clear, structured, and detail-oriented
• You’re naturally curious and love learning
• You’re comfortable with light upselling and handling sales-related questions
• You’re organised and process-oriented, and you’re comfortable using multiple tools across different workflows
• You’re self-driven and independent but value being part of a close, supportive team
• Remote work is where you thrive. You have fast, reliable internet and a dedicated workspace

Responsibilities

Product support
• Build deep product knowledge through self-directed learning—become the go-to expert
• Serve as the first point of contact for all inbound support via email/tickets, phone, and later live chat
• Host one-on-one Zoom sessions with clients for technical guidance and troubleshooting
• Help maintain our excellent first‑reply‑time metric
• Provide accurate technical responses supported by hands-on scenario testing
• Work with engineering teams to resolve bugs and update clients promptly
• Identify recurring user issues and surface insights for product improvements

Be excellent with clients
• Respond quickly and with confidence
• Listen carefully, get to the root of the issue, and take ownership until it’s resolved
• Handle every client interaction with respect and genuine care
• Build long-term client trust through honesty and transparency