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- Tasks: Help customers navigate a SaaS platform, resolving inquiries via chat and email.
- Company: Qualio supports life sciences with innovative software solutions.
- Benefits: Enjoy unlimited paid time off, flexible holidays, and a home office budget.
- Why this job: Make a direct impact in customer success while working remotely in a diverse culture.
- Qualifications: 3+ years in customer support, strong analytical skills, and excellent communication.
- Other info: Join a team that values your input and offers professional development opportunities.
The predicted salary is between 30000 - 42000 £ per year.
This position is posted by Jobgether on behalf of Qualio. We are currently looking for a Customer Support Specialist in North America.
As a Customer Support Specialist, you’ll be at the frontline of customer success, helping users navigate and make the most of a robust SaaS platform serving the life sciences industry. You’ll respond to product and technical inquiries primarily via chat and email, delivering fast, empathetic, and knowledgeable assistance. With each customer interaction, you’ll play a key role in boosting satisfaction, flagging risks or opportunities, and contributing to product and process improvements. This is a fully remote position, perfect for someone who enjoys problem-solving, working cross-functionally, and making a direct impact.
Accountabilities:
- Respond to customer inquiries with urgency and professionalism, troubleshooting product and technical issues to deliver timely resolutions.
- Research, reproduce, and resolve complex support cases while maintaining a strong sense of ownership.
- Collaborate closely with Customer Success Managers, Product, and Development teams to ensure a seamless customer experience.
- Leverage in-depth troubleshooting and diagnostic skills to identify root causes and recommend solutions.
- Identify patterns or trends in customer interactions that indicate risks or upsell opportunities, sharing insights with relevant stakeholders.
- Guide customers toward training resources and suggest process or product improvements based on real-world feedback.
- 3+ years of experience in a customer-facing support role, ideally within a B2B SaaS environment.
- Familiarity with quality or regulatory standards is a strong plus.
- Strong analytical skills with the ability to diagnose problems, interpret data, and reach logical conclusions.
- Excellent communication and interpersonal skills, with a people-first approach to customer service.
- Eagerness to learn and adapt to technologies used in regulated environments.
- Able to work independently while collaborating effectively with a remote, distributed team.
- Competitive salary and unlimited paid time off
- Flexible holidays to support work-life balance
- Annual stipend for professional development
- Home office budget and working space allowance
- The chance to support companies bringing life-saving products to market
- Inclusive culture that values diverse backgrounds and perspectives
Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
It compares your profile to the job’s core requirements and past success factors to determine your match score.
Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!
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Customer Support Specialist (Remote - North America) employer: Jobgether
Contact Detail:
Jobgether Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist (Remote - North America)
✨Tip Number 1
Familiarise yourself with the life sciences industry and the specific challenges it faces. Understanding the context in which Qualio operates will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially related to SaaS platforms. Being able to discuss specific scenarios where you've successfully resolved customer issues will showcase your problem-solving abilities and make you stand out.
✨Tip Number 3
Prepare examples of how you've collaborated with cross-functional teams in previous roles. Highlighting your teamwork skills will show that you can work well with Customer Success Managers and Product teams, which is crucial for this position.
✨Tip Number 4
Research common customer support tools and technologies used in remote settings. Familiarity with these tools will not only help you adapt quickly but also demonstrate your eagerness to learn and grow within the role.
We think you need these skills to ace Customer Support Specialist (Remote - North America)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in a B2B SaaS environment. Emphasise your problem-solving skills and any familiarity with quality or regulatory standards.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to work independently in a remote setting. Mention specific examples of how you've successfully resolved customer issues in the past.
Highlight Analytical Skills: In your application, demonstrate your strong analytical skills by providing examples of how you've diagnosed problems and interpreted data to reach logical conclusions in previous roles.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your interpersonal skills. Use clear and concise language, and consider including examples of successful customer interactions.
How to prepare for a job interview at Jobgether
✨Understand the Product
Before your interview, take the time to familiarise yourself with the SaaS platform that Qualio offers. Understanding its features and how it serves the life sciences industry will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples from your past experience where you've successfully resolved customer issues. Highlight your analytical skills and how you approach troubleshooting, as this is crucial for a Customer Support Specialist.
✨Emphasise Communication Skills
Since the role involves responding to inquiries primarily via chat and email, it's essential to showcase your excellent communication skills. Practice articulating your thoughts clearly and concisely, and be ready to demonstrate your people-first approach to customer service.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions during the interview that assess how you would handle specific customer situations. Think about potential challenges you might face in the role and prepare thoughtful responses that reflect your ability to remain calm and professional under pressure.
