SaaS Customer Support

In this role at RunLoyal, you will be a part of the Customer Service Associates team in India, providing support to U.S.-based customers through phone, email, and eventually live chat. Your primary responsibility will be to ensure customer satisfaction by resolving queries effectively and helping them utilize the SaaS platform efficiently. This is an excellent opportunity for individuals with strong communication skills, empathy, and a passion for delivering exceptional customer experiences in a global SaaS environment. **Key Responsibilities:** - Handle inbound and outbound customer calls with professionalism and empathy. - Respond to customer queries via email and eventually live chat. - Troubleshoot basic product questions and provide clear solutions or next steps. - Document interactions, categorize tickets, and follow escalation workflows. - Meet and exceed defined SLAs such as First Response Time, Resolution Time, and CSAT. - Multitask between voice, email, and chat support while maintaining quality. - Follow playbooks, SOPs, and scripts while adapting communication style based on customer needs. - Provide proactive, friendly, and helpful communication to build trust with customers. - Collaborate with U.S. and India teams for smooth issue resolution. **Qualifications Required:** - 1-3 years of customer service experience, preferably in an International Voice Process. - Excellent spoken and written English communication skills with a neutral accent. - Strong listening skills and empathy to handle sensitive or frustrated customers. - Ability to multitask effectively between calls, emails, and documentation. - Quick learner with a strong understanding of the product and adaptability. - Willingness to work in U.S. time zone shifts with night shifts/EST overlap. - Proficiency with support tools such as Freshdesk, Zendesk, or similar is a plus. - Basic knowledge of SaaS or tech products preferred but not mandatory. At RunLoyal, we value Customer Obsession, Empathy & Patience, Clear Communication, Adaptability, and Teamwork. Join us to be a part of a fast-growing SaaS company with a mission in pet tech, gain global exposure, learn SaaS products, and experience a collaborative, empathetic, and growth-oriented work culture with competitive compensation and career growth opportunities.,