Job Summary

HR Talent Solutions is seeking a highly motivated and customer-focused Remote Customer Success Representative – SaaS (No-Voice/Chat) to join our growing digital support team. In this role, you will be responsible for delivering exceptional customer experiences through written communication channels, including live chat, email, and in-app messaging.

You will act as a trusted advisor to our SaaS users, ensuring they fully understand and maximize the value of our platform. This is an ideal role for professionals who excel in written communication, enjoy problem-solving, and prefer a non-voice customer engagement environment.

Key Responsibilities

• Provide timely, accurate, and professional customer support via chat and email.

• Onboard new customers and guide them through platform features and workflows.

• Proactively monitor customer usage and identify opportunities for engagement and retention.

• Resolve customer issues, bugs, and technical inquiries by coordinating with internal teams.

• Document customer interactions and maintain accurate records in the CRM system.

• Create and update knowledge base articles and FAQs.

• Identify upsell and cross-sell opportunities based on customer needs.

• Gather customer feedback and share insights with product and engineering teams.

• Maintain high customer satisfaction (CSAT) and retention metrics.

Required Skills and Qualifications

• Excellent written English communication skills.

• Strong customer service mindset with a problem-solving approach.

• Ability to multitask and manage multiple chat conversations simultaneously.

• High attention to detail and strong organizational skills.

• Comfortable working in a fully remote, digital environment.

• Proficiency with CRM tools, ticketing systems, and SaaS platforms.

• Ability to learn new software products quickly.

Experience

• 1–3 years of experience in customer success, customer support, or SaaS support roles.

• Prior experience in a chat-based or non-voice support environment is highly preferred.

• Experience working with SaaS products, tech platforms, or digital tools is an advantage.

• Remote work experience is a plus but not mandatory.

Working Hours

• Full-time remote position.

• 40 hours per week, Monday to Friday.

• Flexible shift options depending on business needs and global customer base.

• Occasional weekend or evening shifts may be required.

Knowledge, Skills, and Abilities

• Strong understanding of customer lifecycle and retention strategies.

• Ability to analyze customer behavior and recommend solutions.

• Excellent time management and self-discipline in a remote setup.

• Adaptability to fast-paced SaaS environments.

• Professional written tone and digital etiquette.

• Ability to collaborate with cross-functional teams.

Benefits

• Competitive salary with performance-based incentives.

• 100% remote work opportunity.

• Paid time off and holiday benefits.

• Professional development and training programs.

• Career growth opportunities within a fast-growing SaaS ecosystem.

• Health and wellness support programs.

• Access to modern tools and collaborative platforms.

Why Join HR Talent Solutions?

At HR Talent Solutions, we believe in empowering professionals to thrive in the digital workplace. You will be part of a dynamic and inclusive culture where innovation, learning, and customer satisfaction are at the core of everything we do.

This role offers long-term career growth, skill development in SaaS technology, and the flexibility to work from anywhere while making a real impact on customer success.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting their customer success experience and interest in SaaS roles.

Shortlisted candidates will be contacted for an online assessment and virtual interview process.