Customer Support Specialist

This role is part of the MyWorks team, one of our growing brands at saas.group.

MyWorks is a leading, top-rated integration solution between popular accounting tools and major ecommerce platforms, automating data flow to save time, reduce costs, and minimize errors. We’re trusted and loved by thousands of accountants and ecommerce business owners around the world. We’re a fully remote, closely-knit team.

Profile Overview

You will be working together with our current customer support team member as we support our existing users - primarily via email, and occasionally via chat or phone call. Our customer support activities include helping new users set up and begin to use our product; handling questions from existing users; troubleshooting occasional issues that users may encounter, and interacting occasionally with our product team as topics arise around new/upcoming features or bugs.

Curiosity, initiative, and attention to detail are the key characteristics of a successful candidate!

This role requires availability to work U.S. hours, specifically from 9 a.m. to 5 p.m. CT, to ensure seamless collaboration with our team and clients.

Your immediate impact in the first 3-6 months will be:

• Become comfortable with MyWorks products and ecommerce/accounting industry knowledge
• Gradually assume ownership of some tickets, and continue to grow comfort level around more complex tickets/questions
• Building comfort level with answering support questions for users in our live chat
• Assisting with reviewing, editing or creating documentation in our knowledgebase
• Building troubleshooting skills as you work with our product/development team to troubleshoot various user questions or issues

Your responsibilities

• Assist new/existing users over ticket with questions/issues as they set up and use our software
• Assist existing users with support questions via chat within our product
• Assist our existing users to ensure our product is configured in a way that meets their needs
• Assisting in the management and growth of our product documentation/knowledgebase
• Working with our product/development team on product bugs or new features when needed
• Identify trends in user questions/feedback and sharing feedback with our product/development team from user interactions
• Identify, triage and escalate critical support issues to the product/development team.

What You bring to the table

• Passion for helping SaaS product users successfully implement and use a product
• Self-motivated with ability to accomplish quality work with minimal supervision
• Ability to communicate professionally and diplomatically in a solution-oriented manner
• Initiative and ability to work on projects from idea to completion
• Resourcefulness, accountability, and enthusiasm for continuous learning
• Attention to detail and diligence
• Bringing great energy to our positive team culture

What’s in it for You

• Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like.
• Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of flexibility to solve problems in your own way — with plenty of help from the team when you need it.
• Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable.
• Small & friendly team: We help each other out, have fun, and joke around.
• Our network: We are a community of entrepreneurial SaaS professionals that regularly exchange ideas, knowledge, learning and expertise with each other internally.
• Flexible time off: We want you to recharge your batteries when needed.

MyWorks is part of saas.group and we have a shared goal of succeeding together.

What is saas.group?

Think of us as the driving catalyst behind your favorite software success stories. saas.group, established in 2017, is on a mission to turbocharge promising B2B SaaS ventures, unlocking their full potential. As a Software-as-a-Service portfolio powerhouse, we specialize in acquiring small software treasures and polishing them into industry stars. With a dynamic, fully remote team of nearly 350 colleagues spanning 44 countries we are truly global and we are rewriting the playbook on SaaS innovation and collaboration. We grow 20 exciting brands under our umbrella. Feel free to explore our Candidate's Hub to get an insider's view, dive into our culture, gain valuable insights into our teams and how we work.

We don’t just simply offer you to “take a job with us” but rather to “join us on this journey” *to build the world's largest platform of independent SaaS companies. *

Sounds like something you’re up for? Feel free to apply even if you don’t check all these boxes. We believe in the power of diversity and fresh perspectives to spice up our team. Your application might just be the missing ingredient!