SaaS Customer Support Specialist — Remote Onboarding & Ops
Location
lahore, punjab
Job Type
Full-time
Category
Management & Operations
Posted
June 18, 2026
We are a growing SaaS company providing a comprehensive commerce platform tailored for the retail industry. Our platform includes an online store builder, business website management, a Point of Sale (POS) system, and a customer-facing mobile app. We're looking for a dynamic and resourceful Customer Support Executive to support our users and help define and execute a scalable support process.
Key Responsibilities:
- Developed and maintained a structured FAQ section and support knowledge base aligned with product updates and user feedback.
- Designed and implemented a streamlined customer support process, including SLAs, escalation paths, and ticket tracking.
- Responded to customer queries across multiple channels (email, live chat, phone/VOIP, support ticketing system).
- Provided technical assistance for core platform modules: online store, website builder, POS system, and customer app.
- Delivered onboarding sup...