Job Description

Title: Product Support Specialist

Zeotap is expanding its SAAS product suites branded as Customer Intelligence Platform consisting of an integrated product suite for Customer data collection, ID resolution, Predictive Analytics, Audience management and Activation.

The ideal candidate for this role brings expertise in client-facing roles, adeptly managing inquiries and technical issues with strong organizational and communication skills. Fluent in English and adaptable to flexible schedules, they excel in a hybrid work environment, prioritizing customer satisfaction with a proactive, customer-first mindset within a high-growth SaaS scale-up setting.

Role

You will be the primary point of contact for our European customers, ensuring exceptional support and service delivery round the clock. Your responsibilities will include:

• Providing timely and effective support to customers via various channels, including email, chat, and phone.
• Resolving customer queries and issues related to our SAAS products, demonstrating a deep understanding of our platform's functionalities.
• Collaborating with cross-functional teams to escalate and resolve support requests.
• Proactively engaging with customers to understand their needs and provide tailored solutions, contributing to overall customer satisfaction and retention.
• Maintaining accurate records of customer interactions and troubleshooting activities in our CRM system.
• Participating in continuous training and upskilling sessions to stay updated on product features, industry trends, and best practices.
• Adhering to service level agreements (SLAs) and performance metrics to ensure high-quality support delivery.

Requirements

• Relevant experience – You have excelled in a client-facing role, ideally in the marketing & advertising industry, for at least 2 years.
• Education – Graduation from any stream should suffice for this role.
• Customer-centric – You have a value-driven customer-first mindset and are keen to deliver top customer experience.
• Structured – You are well-organized and like to plan ahead.
• Communication – You are able to manage customer satisfaction through active listening and problem-solving. You have excellent communication skills, both verbal and written.
• Languages – You are fluent in English.

Nice to have skills:

Experience with customer-centric approaches.

Experience within high-growth (SaaS) scale-ups.

Experience within the Marketing, Advertising, or Data industry.

Additional requirements for context:

Flexible schedule: able to cater to UK/European/US time zones.

Hybrid working style allowed: Yes.

Required Knowledge, Skills, and Abilities

• Saas Product