SaaS Customer Support
3 weeks ago
Job Title: SaaS Customer Support (US phone support mandatory)
Company: RunLoyal
Location: India,Coimbatore (Remote/Hybrid)
Type: Full-time
About RunLoyalRunLoyal is a leading SaaS platform revolutionizing the pet care industry, empowering pet businesses to streamline operations, increase revenue, and deliver world-class customer experiences. We are passionate about building innovative solutions and helping pet care providers thrive.
As part of our growing global team, we are expanding our customer operations in India to provide round-the-clock support for our U.S.-based customers.
Role OverviewWe are looking for Customer Service Associates (International Voice Process) to join our India team. In this role, you'll be the first point of contact for our U.S. customers—resolving queries over phone, email, and (in the future) live chat.
You'll play a vital role in ensuring that customers feel heard, supported, and delighted, while also helping them use our SaaS platform effectively. This is a great opportunity for someone with strong communication skills, empathy, and a drive to deliver excellent customer experiences in a global SaaS environment.
What You'll Do- 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 (First Response Time, Resolution Time, 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 that builds trust with customers.
- Collaborate with U.S. and India teams for smooth issue resolution.
- 1–3 years of customer service experience (International Voice Process preferred).
- Excellent spoken and written English communication skills (neutral accent required).
- Strong listening skills and empathy to handle sensitive or frustrated customers.
- Ability to multitask between calls, emails, and documentation.
- Quick learner with strong product understanding and ability to adapt.
- Comfortable working in a U.S. time zone shift (night shifts/EST overlap).
- Proficiency with support tools (Freshdesk, Zendesk, or similar) is a plus.
- Basic knowledge of SaaS or tech products preferred but not required.
- Customer Obsession – You genuinely care about solving customer problems.
- Empathy & Patience – Every customer conversation matters.
- Clear Communication – Ability to explain solutions simply and confidently.
- Adaptability – Comfortable in a fast-paced startup environment.
- Teamwork – Willing to support peers and share knowledge.
- Be part of a fast-growing SaaS company with a bold mission in pet tech.
- Gain global exposure supporting U.S.-based customers.
- Opportunity to learn SaaS products and grow into advanced support roles.
- Collaborative, empathetic, and growth-oriented work culture.
- Competitive compensation and career growth opportunities.
- Collaborative, empathetic, and growth-oriented work culture.
- Opportunity to learn SaaS products and grow into advanced support roles.
- Gain global exposure supporting U.S.-based customers.
- Adaptability – Comfortable in a fast-paced startup environment.
- Clear Communication – Ability to explain solutions simply and confidently.
- Empathy & Patience – Every customer conversation matters.
- Proficiency with support tools (Freshdesk, Zendesk, or similar) is a plus.
- Comfortable working in a U.S. time zone shift (night shifts/EST overlap).
- Quick learner with strong product understanding and ability to adapt.
- Ability to multitask between calls, emails, and documentation.
- Strong listening skills and empathy to handle sensitive or frustrated customers.
- Excellent spoken and written English communication skills (neutral accent required).
- Provide proactive, friendly, and helpful communication that builds trust with customers.
- Follow playbooks, SOPs, and scripts while adapting communication style based on customer needs.
- Multitask between voice, email, and chat support while maintaining quality.
- Meet and exceed defined SLAs (First Response Time, Resolution Time, CSAT).
- Document interactions, categorize tickets, and follow escalation workflows.
- Troubleshoot basic product questions and provide clear solutions or next steps.
- Respond to customer queries via email (and eventually live chat).
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