Customer Support Analyst - Morning Shift

In this role you will be a product support specialist who solves issues on our customers’ behalf, supporting our Enterprise B2B SaaS platform.

Position Overview:

As a member of a customer support team, you will become a product expert, addressing technical and functional queries, troubleshooting customer issues, and ensuring high service standards are met.

Full-time / Contract-to-Hire

This position is a remote role from 3:00 AM - 11:00 AM PST / 6:00 AM - 2:00 PM EST. Preferred Candidates are located near Mountain View, CA.

• Help develop Customer Support processes for a rapidly growing organization and team
• Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner
• Help customers with application support needs, guidance on functionality, configuration, and flow recommendations to support their business use case, and general technical questions when necessary
• Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary
• Provide feedback and analysis to our internal product development team on enhancements & improvements for the product
• Help develop regular website/application, adoption, usage, and customer support metrics & analytics
• Help manage our internal Knowledge Base & production documentation collateral
• Identify and suggest process improvements to enhance the customer experience

• Bachelor’s degree or equivalent practical experience
• 1–3 years of experience in customer service for SaaS application support

• Excellent technical aptitude and comfortable with learning new applications and software tools
• Excellent problem‑solving skills, going beyond the obvious to satisfy the customer
• Previous experience working with or supporting SaaS products
• Self‑starter, working as a hybrid team member
• Willing to provide input and insight for new product features & enhancements
• Strong planning, organization, & communication skills
• Good time management, telephone and customer engagement skills
• Experience with Zendesk Support Suite or similar tools

• Competitive salary, performance bonus, and company equity
• Comprehensive benefits package including 401(K), medical, dental, and vision plans for you and your family
• Generous PTO

CENTRL is an equal‑opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.

CENTRL makes hiring decisions based solely on qualifications, merit, and business needs at the time.