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Job Description & How to Apply Below
The SaaS Product Support Specialist will serve as the primary point of contact for clients and internal stakeholders . The role bridges the gap between clients, product, and technology teams, ensuring high levels of client satisfaction, product adoption, smooth onboarding, and timely issue resolution. The incumbent will be expected to bring both a service mindset and a maritime operational understanding to deliver meaningful, domain-aware support.
Qualifications & Skills
Essential
Bachelor's degree in any discipline; preference for Technology, Business, or Maritime Studies.
3–5 years of hands-on experience in SaaS product support, technical customer success, or a helpdesk role.
Strong understanding of SaaS platforms, subscription-based service models, and client-facing support best practices.
Own Client Support & Resolution
Act as the primary point of contact for client queries and escalations
Troubleshoot issues end-to-end and ensure timely resolution within SLAs
Perform root cause analysis and collaborate with Product & Engineering teams
✅ Drive Onboarding & Training
Lead client onboarding from setup to go-live
Conduct product training sessions and create user-friendly guides & FAQs
✅ Client Engagement & Success
Build strong client relationships through regular interactions
Drive product adoption and proactively manage at-risk accounts
✅ Collaboration & Impact
Work cross-functionally with Product, Engineering, and Commercial teams
Share client feedback and support product enhancements & releases
✅ Process & Knowledge Improvement
Enhance knowledge base, documentation, and self-service resources
Identify process improvements to drive efficiency
What We’re Looking For
3–5 years of experience in SaaS support / customer success / client-facing roles
Strong problem-solving, communication, and stakeholder management skills
Ability to take ownership and work in a fast-paced environment
Exposure to global clients or B2B SaaS is a plus
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