SaaS Customer Support (US phone support)

As a Customer Service Associate at RunLoyal, you will be an integral part of the team providing support to U.S.-based customers, ensuring they receive top-notch service and assistance with using our innovative SaaS platform effectively. Your role will involve handling customer queries via phone, email, and eventually live chat, contributing to a positive customer experience and resolving issues efficiently. **Key Responsibilities:** - Handle inbound and outbound customer calls professionally and with empathy. - Respond to customer queries via email and live chat. - Troubleshoot basic product questions and provide clear solutions. - Document interactions, categorize tickets, and follow escalation workflows. - Meet and exceed defined SLAs such as First Response Time, Resolution Time, and CSAT. - Multitask effectively between voice, email, and chat support while maintaining high quality. - Follow playbooks, SOPs, and scripts, adapting communication style based on customer needs. - Provide proactive, friendly, and helpful communication to build trust with customers. - Collaborate with both U.S. and India teams for seamless 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 various customer situations. - Ability to multitask efficiently between calls, emails, and documentation. - Quick learner with a good understanding of the product and the flexibility to adapt. - Comfortable working night shifts and overlapping with U.S. EST time zone. - Proficiency with support tools like Freshdesk, Zendesk, or similar is a plus. - Basic knowledge of SaaS or tech products is preferred but not mandatory. Joining RunLoyal means being part of a dynamic SaaS company with a mission to revolutionize the pet care industry. You will have the opportunity to work with U.S.-based customers, learn about SaaS products, and grow within the organization. The company values customer obsession, empathy, clear communication, adaptability, and teamwork, offering a collaborative, growth-oriented work culture along with competitive compensation and career advancement prospects.,