Customer Support Specialist

Full-Time / Immediately / Remote (US time)

The Role

The Customer Support Specialist is responsible for resolving product guidance and technical support issues, ensuring accurate troubleshooting, and maintaining high support quality standards. This role bridges frontline support and engineering by proactively investigating root causes, documenting bugs, and feeding back product-related insights to ensure long-term customer success.

What you will do

Core Responsibilities

  • Technical Support & Troubleshooting: Handle support tickets with a detective’s mindset, looking beyond the surface-level symptom to understand the "why" behind the issue.
  • Customer Success Advocacy: Go beyond basic "how-to" answers to provide strategic guidance that helps customers achieve their specific goals (e.g., "I see you're hosting a large event; here’s how to optimise your settings for 500+ users").
  • Escalation & Collaboration: Serve as the bridge between the user’s frustration and the engineering team’s solution, ensuring the "voice of the customer" is heard during bug prioritisation.
  • Knowledge & Insight Mining: Identify patterns in support cases to propose product improvements. Use curiosity to explore "edge cases" before they become widespread issues.

Expected Outcomes

  • High Customer Satisfaction (CSAT/NPS): Customers feel heard and empowered, not just "processed."
  • Reduced Friction: Proactive identification of UX hurdles that lead to fewer repetitive "how-to" tickets.
  • Engineering Efficiency: Reduced engineering time spent on investigations due to high-quality, curious, and thorough reproduction steps.

Skills & Competencies Required

What you should be good at

Skills & Competencies Required

  • Innate Curiosity: A natural drive to "look under the hood." You aren’t satisfied with a workaround; you want to understand the system logic to prevent the issue from happening again.
  • Passion for Customer Impact: A genuine "win-win" mentality. You take pride in seeing a customer successfully run a seamless presentation because of your help.
  • Analytical Empathy: The ability to translate technical jargon into human-centric solutions, and vice-versa.
  • Diagnostic Excellence: Strong problem-solving skills in web-based SaaS environments (browsers, devices, networks).
  • Technical Literacy: Proficiency with Zoho, HubSpot, Jira, and Confluence.
  • Communication: Excellent English with a tone that is helpful, clear, and encouraging.

Core requirements

  • Fluency in English: Native or advanced level is a must.
  • Experience: At least 2 years in Customer Support, Onboarding, Training, or a related customer-facing role in SaaS.
  • Presentation Skills: Comfort with (written/spoken) with a tone that is helpful, clear, and encouraging.
  • Tech Savvy: Ability to quickly learn new software tools (CRM, Helpdesk software, etc.).

About AhaSlides

AhaSlides is an audience engagement platform that helps leaders, managers, educators, and speakers connect with their audience and spark real-time interaction.

Founded in July 2019, AhaSlides is now trusted by millions of users across more than 200 countries worldwide.

Our vision is simple: to save the world from boring training sessions, sleepy meetings, and tuned-out teams — one engaging slide at a time.

We are a Singapore-registered company with subsidiaries in Vietnam and the Netherlands. Our team of 50+ people spans Vietnam, Singapore, the Philippines, Japan, and the UK, bringing together diverse perspectives and a truly global mindset.

This is an exciting opportunity to contribute to a growing global SaaS product, where your work directly shapes how people communicate, collaborate, and learn worldwide.

Ready to apply?

  • Please send your CV to ha@ahaslides.com (subject: “Customer Support Specialist")