Offer summary

Qualifications:

2+ years in a customer support role, ideally in SaaS or web-based software., Strong written and verbal communication skills in English., Proficiency with Microsoft Excel and Google Sheets., Ability to manage multiple tasks and respond quickly to shifting priorities..

Key responsibilities:

Respond to support inquiries across live chat, email, and phone.

Troubleshoot and resolve product issues, or escalate them as necessary.

Conduct training sessions for new and existing users.

Identify trends in support requests and collaborate with internal teams to improve product and documentation.

Job description

Job Title: Customer Support Specialist
Location: Remote (EST Time Zone)
Salary Range: up to 2000 USD

Work Schedule: Monday - Friday, 9:00 AM to 5:00 PM (EST), (Core hours align with the candidates local time, with some EST overlap for training. The final schedule will be confirmed during interviews.)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.

About the Company:

Sagan represents a fast-growing SaaS company delivering intuitive legal workflow solutions to professionals across industries. The team fosters a collaborative, high-performing, and customer-obsessed environment where talent is empowered to grow.

Position Overview:

We're looking for a tech-savvy, detail-oriented Customer Support Specialist who thrives on helping others. Reporting to the Director of Customer Support, you'll be the first point of contact for users across live chat, email, and phone. You'll not only troubleshoot and resolve issues, but also lead user training and serve as a key feedback conduit between customers and internal teams. This is a hands-on role that blends frontline support with light enablement and process improvement.

Key Responsibilities:

Respond to support inquiries across live chat, email, and phone in a timely and helpful manner.
Troubleshoot and resolve product issues, or escalate them as necessary.
Conduct training sessions for new and existing users.
Identify trends in support requests and collaborate with internal teams to improve product and documentation.
Provide high-quality, context-driven responses that align with each customers needs.
Support the broader Customer Success team with enablement efforts that drive adoption and satisfaction.
Stay informed about system updates and advocate for customers in internal conversations.

Qualifications:

2+ years in a customer support role, ideally supporting SaaS or web-based software.
2+ years working remotely in a high-performance environment.
Strong written and verbal communication skills in English.
Proficiency with Microsoft Excel and Google Sheets.
Clear, patient, and empathetic communicator.
Ability to manage multiple tasks and respond quickly to shifting priorities.

Nice-to-Haves: