Product Support Specialist

About Us

We are a fast-growing SaaS platform that empowers academies and class-based businesses to streamline scheduling, bookings, payments, and student communications. From dance schools to sports clubs and tuition centers, we serve clients across the UAE, APAC, EMEA, and Africa.

Our Mission: To simplify operations for educators and coaches so they can focus on what matters—inspiring students.

Our Culture: Collaborative, data-driven, and customer-obsessed. We value creativity, ownership, and a growth mindset.

Quick Facts

• Type: Full-time Remote
• Pay Range: $25–$40/hr
• Location: Remote

Role Overview

As a Product Support Specialist, you'll be the primary point of contact for our customers and play a key role in shaping their experience. Your responsibility goes beyond resolving issues—you'll understand customer problems deeply, guide them clearly, and ensure they feel supported at every step. You'll also work closely with internal teams to surface insights and help improve the product over time.

What You'll Do

Customer Support & Communication

• Respond to customer queries via email, chat, phone, and WhatsApp Business
• Actively listen to users, understand context, and provide clear, empathetic responses
• Handle day-to-day support issues: Scheduling, Payments, Attendance, Account setup, General product usage
• Ensure timely follow-ups and resolution within defined SLAs

Issue Resolution & Troubleshooting

• Troubleshoot product-related issues and guide customers step by step
• Identify when issues need escalation and coordinate with internal teams
• Clearly document issues, reproduction steps, and impact when escalating
• Follow up with customers until issues are fully resolved

Documentation & Feedback Loop

• Log customer interactions, issues, and feedback accurately
• Identify recurring questions, pain points, and gaps in product understanding
• Share structured feedback with Product, Engineering, and CS teams
• Contribute to internal FAQs, help docs, and response templates

What We're Looking For

• 1–3 years of experience in customer support or a similar role (preferably SaaS/tech)
• Strong written and verbal communication skills
• A calm, empathetic, customer-first mindset
• Comfortable handling multiple conversations and priorities
• Familiarity with tools like WhatsApp Business, Zoom, and ticketing systems
• Willingness to learn the product deeply and continuously improve

Nice to Have

• Prior experience supporting B2B SaaS products
• Exposure to CRM or support tools (Freshdesk, Intercom, Zendesk, etc.)
• Experience working with customers across different regions or time zones
• Ability to identify patterns and suggest process improvements