We’re looking for a sharp, self-motivated SaaS professional who can handle both staging environments and engaging, human conversations.

Our European customer base is expanding fast, so you’ll need to keep up. This role isn’t a simple plug-and-play position—it comes with a steep learning curve—so you must be technically confident and genuinely enjoyable to talk to for clients. If you have SaaS experience, work well in async/remote environments, and can manage multiple threads at once, keep reading.

**The role**
You’ll join a lean, high-performing global support team that supports 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 handled through email tickets, phone, and 1:1 Zoom calls. Once you’ve ramped up on product knowledge, you’ll also run onboarding sessions and client meetings focused on issue resolution, best practices, and product adoption.

You’ll be actively involved in bug testing and reporting, and you’ll share thoughtful feedback with our product teams to help continuously improve the products.

We work with a startup mindset: we test new tools, refine processes, and move quickly. Have a good idea? Propose it. We’re not big on bureaucracy—results matter. While you don’t need to be tied to your desk, flexibility is essential.

**You’ll need to meet these requirements**
– **You must be located in the UTC +1 or +2 timezone range.** This is non-negotiable. Our European team and customers operate within this window, and we don’t do shift work.
– **2+ years of professional experience**, ideally in SaaS support or another client-facing role
– **Native-level English fluency** (bilingual is a plus)
– You’re comfortable with terms like HTML, CSS, JavaScript, APIs, integrations, developer consoles, staging/production environments, GitHub repositories, and database queries. You don’t have to write code, but you must be able to understand it
– Strong interpersonal and communication skills, in writing and verbally
– Client calls motivate you—4 to 5 Zoom meetings per day is manageable
– You naturally troubleshoot and genuinely enjoy helping people
– Your writing is clear, structured, and detail-focused
– You’re curious and enjoy learning
– You’re comfortable with upselling or “sales-like” questions
– You’re organized and process-oriented—switching between multiple tools for different workflows doesn’t bother you
– You’re self-driven and independent, while still valuing a close-knit team
– You work best remotely, with fast reliable internet and a distraction-free setup

**Responsibilities**

**Product support**
– Build deep product expertise through self-guided learning
– Be the first point of contact for support requests via email/tickets, phone, and eventually live chat
– Lead 1:1 Zoom sessions for technical consultation and issue resolution
– Maintain consistently strong first-reply times
– Provide technically accurate answers based on hands-on testing of relevant scenarios
– Partner with engineering to resolve bugs and keep clients informed quickly
– Spot recurring customer issue patterns and escalate them for product improvements

**Be seriously great with clients**
– Respond quickly and with confidence—speed matters
– Listen carefully, identify the root cause, and stay accountable until it’s resolved
– Treat every client interaction with genuine respect and appreciation
– Build long-term trust through honesty and transparency