L1 Customer Support-saas

Job Title L1-Customer Support - SaaS Application Support About the Company RunLoyal is a fast-growing SaaS company based in Atlanta GA transforming the pet care industry with innovative technology We are seeking a Lead Application Support Engineer to join our India-based remote team and support our US customer base Working Hours 5 30 PM to 3 00 AM IST Night Shifts Only Job Role Summary Responsible for handling US-based customer calls troubleshooting customer-reported issues and ensuring issues are resolved with utmost customer satisfaction The role requires high command in English communication quick learning ability and continuous demonstration of empathy and collaborative behavior Responsibilities Handle customer calls particularly for US-based customers Work exclusively in night shifts Troubleshoot customer-reported issues Identify solutions quickly and keep customers informed Engage with internal teams Continue engagement until issues are resolved Ensure utmost customer satisfaction Demonstrate true empathy towards customers Maintain collaborative behavior Meet minimal behavioral expectations Requirements Minimum 2 years of experience in US-based SaaS product support ERP-related preferred Experience with platforms like Freshdesk Zoho Zenoti Prior experience in phone support for US customers Willingness to work in rotating shifts High command in English verbal and written Quick learning ability on SaaS products Capability to handle product training-related queries Willingness to work only night shifts Ability to continuously demonstrate communication and learning skills non-negotiable Cultural Expectations We prioritize the well-being of our pet care providers and the pets they care for This means being responsive and available when they need us including holidays weekends and occasional late hours We have an unyielding commitment to serving our customers working diligently until they are fully satisfied We focus on attention to detail and quality in everything we do ensuring excellence in our products and services We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions A love for pets is at the heart of what we do Our Values Kindness We assume positive intent celebrate coworkers success avoid toxic behaviors and call out bad acting when we see it Trust We are authentic humble and empathetic Empathy is the cornerstone of building trust In a world that is full of change trust is essential Fearlessness We are bold honest direct and candid We challenge assumptions and push boundaries We are not afraid to be challenged Mistakes are learning opportunities Discourse Not Dissonance We encourage constructive discourse and welcome challenges We strive to create an environment where the best ideas rise to the top and data drives decisions Understanding Not Consensus As leaders we stand firm in our informed convictions until overturned by data We embrace healthy disagreement but commit to the outcome once a decision is made Ownership We empower each other to solve problems and take initiative to achieve our goals We are intentional in our thinking knowing we are accountable for our impact Curiosity We are passionate about learning and constantly seek opportunities to grow We adapt and evolve with the industry Benefits Competitive salary and benefits package Opportunity to work with cutting-edge technology Fast-paced and dynamic work environment Chance to make a real impact on a growing company Why Join RunLoyal Join a fast-growing US-based SaaS company Work remotely with a dynamic global team Competitive salary and long-term career growth Be part of an innovative product transforming pet care Intrested Contact 6385599102 Job Types Full-time Permanent Application Question s Current CTC Experience supporting US customers via Phone 1 year Required with platforms like Freshdesk Zoho Zenoti 1 year Required Location Salem Tamil Nadu Required Shift availability Night Shift Preferred