Creative Force: SaaS Product Support Jedi – Remote, Europe
Headquarters: Creative Force
We’re on the hunt for a sharp, self-driven SaaS pro who’s as comfortable navigating staging environments as they are navigating human conversations.
Our European client base is growing fast and we need someone who can keep up. Our software isn’t your average plug-and-play; it has a steep learning curve so you’ll need to be technically savvy while also being the kind of person clients genuinely enjoy talking to. If you’ve got SaaS in your DNA, thrive in async/remote environments, and can juggle multiple threads without breaking a sweat — keep reading.
The Role
You’ll join a lean, high-performing global support team working across two SaaS products, Award Force and Good Grants. Day to day you’ll be communicating with colleagues and clients across countries, cultures, and time zones.
Support happens across email tickets, phone, and 1-1 Zoom calls. Once you’ve leveled up on product knowledge, you’ll run onboarding sessions and client meetings covering issue resolution, best practices, and product adoption.
You’ll also be hands-on with bug testing and reporting, feeding considered feedback to our product teams—always pushing to make our products better.
We have a startup mindset. We experiment with new tools, iterate on processes, and move fast. Got a great idea? Pitch it. We’re not big on bureaucracy, only results. We don’t expect you to be a slave to your chair but flexibility is a must.
Requirements
- Location: You’re based in the UTC +1 or +2 timezone range. This is non-negotiable. Our European team and clients operate in this window and we don’t allow shift work.
- 2+ years of professional experience, ideally in a SaaS support or client-facing role.
- Native-level English fluency (bilingual? Even better!).
- Technical literacy: Terms like HTML, CSS, JS, API, integrations, dev console, staging & production environments, GitHub repos, and database queries don’t make you flinch. You don’t need to write code, but you need to get it.
- Exceptional interpersonal and communication skills—written and verbal.
- Client calls energize you. Four to five Zoom meetings a day? Bring it on.
- A natural problem solver who loves helping others untangle theirs.
- Writing that is clean, well-structured, and detail-oriented.
- Curious by nature and love learning new things.
- Not allergic to upselling or fielding “sales-y” questions.
- Organized and process-driven. You thrive in setups with multiple tools for different workflows.
- Self-motivated and independent, but you also value being part of a tight-knit team.
- Remote work experience: You’ve got fast, reliable internet and a distraction-free workspace ready to go.
Responsibilities
Product Support
- Go deep on product knowledge through self-driven learning—become the expert.
- Be the first point of contact on all inbound support via email/tickets, phone, and eventually live chat.
- Run 1-1 Zoom sessions with clients for technical consultation and query resolution.
- Maintain our consistently impressive first-reply-time metric.
- Provide technically accurate responses backed by hands-on testing of scenarios.
- Collaborate with engineering to squash bugs and keep clients in the loop with timely updates.
- Spot patterns in user issues and flag them for product improvement.
Client Relations
- Speed matters. Respond quickly and decisively.
- Listen deeply—get to the root of the issue and own it until it’s resolved.
- Treat every client interaction with genuine respect and appreciation.
- Build trusting, long-term relationships rooted in honesty and transparency.