Customer Support Executive

Summary

Join Circit, a rapidly expanding B2B SaaS company, as a Customer Support Executive supporting our US customer base. You will manage customer inquiries, provide exceptional support for our audit platform, and troubleshoot technical issues. This role demands strong communication and SaaS platform understanding. The position requires working 9 am – 5:30 pm EDT and is remote-first, based in Ireland. You will collaborate with the US and global support teams, contributing to customer documentation and process improvement. This is a fantastic opportunity for a highly motivated individual to join a growing company.

Requirements

• Be ready to work in a fast-paced, high-growth environment, with a large amount of flexibility required
• Bachelor's Degree or equivalent
• 2+ years of experience in customer support, preferably in the fintech or audit industry
• Experience supporting a SaaS platform
• Excellent verbal and written communication skills
• Ability to troubleshoot and solve technical problems
• Proficiency in using customer support software and tools (Intercom a plus)
• Strong organizational and multitasking skills
• Ability to work independently and as part of a team
• High level of empathy and customer service orientation

Responsibilities

• Respond to customer inquiries via email, phone, and live chat in a timely and professional manner
• Provide accurate information about the platform features, functionality, and troubleshooting steps
• Assist customers in navigating and using the platform effectively
• Resolve customer complaints and issues efficiently, escalating to higher-level support when necessary
• Troubleshoot technical problems and guide customers through resolutions
• Collaborate with the technical team to address and resolve complex technical issues
• Maintain up-to-date knowledge of the audit platform, including new features and updates
• Conduct product demonstrations and training sessions for customers
• Create and update support documentation, FAQs, and guides to enhance customer self-service capabilities
• Gather customer feedback and provide insights to the product development team for continuous improvement
• Build and maintain strong relationships with customers, ensuring high levels of customer satisfaction and loyalty
• Proactively follow up with customers to ensure their issues are resolved and they are satisfied with the platform
• Track and document customer interactions, issues, and resolutions in the customer support system
• Analyze support data to identify trends and areas for improvement
• Prepare regular reports on customer support metrics and performance
• Be part of the US team and support that team in their efforts to grow the US business, for example attend client calls, identify US specific issues and opportunities within the platform, assist with research projects
• Feed into the global support team based in Dublin. Follow centralised processes, and support the central operational function in building out customer documentation, providing cover for European customer queries

Preferred Qualifications

• An interest or experience in Fintech/Financial Services
• Be extremely detail-oriented, able to work in a fast-paced environment with a high sense of urgency, and be a quick learner and technically savvy

Benefits

• Competitive salary
• A small team with a friendly environment that promotes autonomy for you to self-manage your time
• Remote-working and flexible working hours
• Great opportunity for career progression with hands-on experience
• Freedom of expression is encouraged