We’re looking for a sharp, self-motivated SaaS professional who feels just as comfortable working through staging environments as they do having real conversations with people.

Our EMEA customer base is expanding quickly, so you’ll need to move at pace. Our software isn’t typical plug-and-play—it comes with a steep learning curve. That means you must be technically strong, but also someone clients genuinely enjoy talking to. If SaaS is second nature to you, you thrive in async and remote settings, and you can manage multiple priorities without breaking a sweat, keep reading.

The role

You’ll join a lean, high-performing global support team across two SaaS products: Award Force and Good Grants. Day to day, you’ll communicate with colleagues and clients across countries, cultures, and time zones.

Support is delivered via email tickets, phone, and 1:1 Zoom calls. After you build product expertise, you’ll lead onboarding sessions and client meetings focused on troubleshooting, best practices, and driving product adoption.

You’ll also get hands-on with bug testing and reporting, providing thoughtful feedback to our product teams—always with the goal of improving our products.

We’re a startup at heart: we test new tools, refine processes, and move quickly. If you have a strong idea, bring it forward. We’re not focused on red tape—results matter most. While you won’t be chained to your desk, flexibility is essential.

You’ll need to meet these requirements

• You’re available in the UTC +1 or +2 time zone range This is required. Our EMEA team and customers work within this window, and we don’t schedule shift work. If you’re outside this range, this role isn’t for you
• 2+ years of professional experience, ideally in SaaS support or a client-facing role
• Native-level English fluency (bilingual is a bonus)
• Familiarity with HTML, CSS, JS, APIs, integrations, dev consoles, staging and production environments, GitHub repositories, and database queries doesn’t scare you. You don’t need to code, but you must understand it
• Strong interpersonal and communication skills—written and verbal
• Client calls motivate you. Four to five Zoom meetings a day? You’re ready
• You’re a natural problem solver who genuinely enjoys helping others untangle theirs
• Your writing is clear, well-organized, and detail-focused
• You’re naturally curious and eager to learn
• You can handle upselling or “sales-style” questions comfortably
• You’re organized and process-driven. Switching between multiple tools for different workflows is something you handle well
• You’re self-directed and independent, while still valuing collaboration in a close-knit team
• Remote work is where you do your best work: you have fast, reliable internet and a distraction-free setup

Responsibilities

Product support

• Build deep product knowledge through self-led learning and become the go-to expert
• Serve as the first point of contact for incoming support requests via email/tickets, phone, and eventually live chat
• Run 1:1 Zoom sessions with clients for technical guidance and issue resolution
• Maintain our strong first-reply-time standard (we take pride in it)
• Deliver technically accurate answers supported by hands-on testing
• Work with engineering to identify and fix bugs, and keep clients updated in a timely way
• Identify recurring patterns in customer issues and raise them for product improvements

Be excellent with clients

• Act quickly—responsiveness and decisiveness are key
• Listen carefully, get to the root of the problem, and stay accountable until it’s solved
• Show genuine respect and appreciation in every client interaction

Build trusted, long-term relationships based on honesty and transparency.