Customer Support Specialist, Tier II (SaaS) at CrewBloom

CrewBloom places remote professionals with growing companies. This Tier 2 specialist is the escalation point for support on a SaaS facilities platform used by multi-location brands and their vendors.

Key responsibilities

• Own escalated tickets from Tier 1 via email, chat, and phone, and communicate with customers until closed
• Diagnose complex issues across work orders, user permissions, locations and assets, vendor assignments, invoicing, and integrations
• Reproduce problems and identify root cause
• Write clear, reproducible Jira tickets for Engineering with steps, screenshots, impacted accounts, and business impact
• Track bugs through resolution and update customers
• Perform account configuration changes, bulk data updates, and user or location setup requests accurately and within SLA
• Support and coach Tier 1 teammates by sharing solutions and reviewing tricky tickets
• Create and update help articles, FAQs, how-to guides, and internal troubleshooting playbooks

Requirements

• 2+ years in a technical customer support role, with at least 1 year handling Tier 2 or escalated issues
• B2B SaaS support experience (preferred)
• Proven ability to troubleshoot independently and explain technical issues in plain language
• Hands-on experience with support and ticketing tools such as Intercom, Zendesk, or Freshdesk, plus Jira for bug tracking
• Excellent written and spoken English; comfortable on live calls with U.S. customers
• Strong working knowledge of Excel or Google Sheets (filters, lookups, cleaning data for bulk uploads)

Location and schedule

• Remote, working from Pakistan
• Full-time

Salary and benefits

The posting does not give a salary figure.

How to apply

Apply on the company's own site.