Customer Support Specialist

About the role

As a Customer Support Specialist at Scoro, you will be the first point of contact for our global SaaS users. You will help customers get the most out of our AI‑powered professional services automation platform by answering questions, troubleshooting issues, and guiding them through product features.

Key responsibilities

• Respond to customer inquiries primarily via email and occasionally through Zoom calls.
• Provide clear, friendly guidance on how to use Scoro effectively.
• Escalate complex technical problems to the development team and follow up to ensure timely resolution.
• Maintain accurate support tickets, documenting status and communication history.
• Collaborate with Customer Success, Product, and Engineering teams to improve the overall user experience.
• Contribute to the internal knowledge base by documenting common questions and solutions.

Required profile

• 2–3 years of experience in customer support or service, preferably in a B2B SaaS environment.
• Excellent written and spoken English communication skills.
• Strong empathy and a customer‑first attitude.
• Organised, detail‑oriented and quick to learn new tools and systems.

Required skills

• Experience with support platforms such as Zendesk or similar.
• Familiarity with project‑management or CRM tools like Scoro.
• Knowledge of customer‑success platforms such as Planhat (optional).