Customer Support Specialist

About Huzzle At Huzzle, we connect exceptional talent with top opportunities at leading companies across the UK, US, Canada, Europe, and Australia. Our clients include fast-growing startups, digital agencies, SaaS companies, and tech-enabled businesses across industries such as MarTech, FinTech, EdTech, and eCommerce. Unlike traditional outsourcing agencies, we place you directly with innovative companies where you become a valued member of the team.

About The Company Our client is a dynamic technology firm specializing in the development of sophisticated data management systems and integrated IT solutions. Focused on bridging the gap between complex data architectures and actionable business insights, the team provides scalable infrastructure and analytics tools to enterprises across multiple sectors. By prioritizing innovation in data processing and system reliability, they help organizations modernize their technical stacks and improve operational efficiency through secure, high-performance computing environments.

As a fast-growing scale-up, the company fosters a collaborative and forward-thinking environment where engineers and data specialists tackle high-impact technical challenges. They maintain a global market focus, empowering businesses to leverage their information assets more effectively in an increasingly digital economy. The culture is built on continuous improvement and technical excellence, offering candidates the opportunity to work on cutting-edge systems while contributing to a mission of making complex data more accessible and functional for modern industry leaders.

Job Summary We are seeking a high-energy, empathetic, and technically-minded Customer Support Specialist to serve as the primary point of contact for a growing B2B SaaS platform. In this role, you will do much more than answer tickets; you will be the voice of the brand, helping US-based clients navigate complex data systems and ensuring they achieve maximum value from the software. If you pride yourself on your ability to de-escalate challenging situations with grace and have a natural instinct for troubleshooting, this is the perfect opportunity to grow with a global team.

Key Responsibilities

• Manage and resolve high-volume support requests via both phone and email
• Lead live support calls with US-based clients to troubleshoot technical issues in real-time
• Guide less-technical users through complex workflows with patience and clarity
• Maintain accurate records of all customer interactions within the CRM
• Identify recurring software issues and collaborate with the product team to drive long-term solutions
• Draft clear, concise internal documentation and external-facing help guides

Requirements

• 3+ years of dedicated experience in B2B SaaS customer support (must include phone support experience; chat-only experience will not be considered)
• Fluency in English with exceptional written and verbal communication skills
• Proven track record of supporting US-based clients and working US Central Time (CST) hours
• Proficiency with modern CRM and support tools (e.g., HubSpot, Zoho, or similar platforms)
• Strong technical troubleshooting instincts and the ability to explain complex concepts simply
• High emotional intelligence and the ability to de-escalate difficult customer interactions
• A reliable, high-speed home internet connection and a dedicated, quiet remote workspace

Benefits 💰 Competitive salary based on experience

🌎 Fully remote role with a flexible work environment

🚀 Work with a growing logistics company in a high-demand industry

📈 Long-term career growth with operational and customer success exposure

🎯 Hands-on role with real impact on day-to-day business operations