Support Specialist with experience in B2B SaaS support - Remote Eligible

About Synder

Synder is an accounting platform helping accounting professionals and business owners to record, reconcile, and recognize online sales and subscriptions.

For additional background:

• Alumni of Y Combinator, a leading startup accelerator;
• Alumni of the AICPA accelerator program for accounting innovations;
• Member of the BDO Alliance USA, one of the largest networks of independent accounting, tax, and advisory firms;
• Trusted by accountants as a top integration for QuickBooks;
• Spotlighted as "Popular with Businesses in the United States" on the Shopify App Store;
• Today, almost 5,000 businesses use Synder on a daily basis;
• $10B+ worth of transactions were processed by the platform in 2024.

We are seeking a motivated Support Specialist with experience in providing B2B SaaS support and exceptional written and verbal communication skills in fluent English.

What You Will Do

• Respond to customer inquiries through various channels, including email, chat, phone, and video conference; • Work in a team environment with a focus on customer satisfaction; • Provide installation, training, troubleshooting, and maintenance support to customers; • Write user guides and actively participate in customer behavior research; • Analyze customer feedback to identify potential problems and improve user experience; • Manage and resolve difficult customer cases with exceptional communication skills; • Display initiative, enthusiasm, and professionalism.

What You Need

•  Fluent English, with excellent written and verbal communication skills; •  2+ years of experience in providing B2B SaaS support; •  Ability to work 5 days a week from 4 pm to 12 am CET with days off on Sat&Sun, (including possibility to work the same hours on Sat&Sun with days off on Thu&Fri every two weeks); •  Excellent listening and problem-solving skills; •  Ability to handle complaints and difficult situations in a calm and patient manner; •  Proactivity, initiative, and enthusiasm for personal development. •  Display initiative, enthusiasm, and professionalism.