Customer Support Representative B2B SaaS (careerzynith App) Multilingual

About careerzynithcareerzynith is a fastgrowing technology startup dedicated to empowering online merchants with powerful, easytouse tools that simplify store management and boost sales. Over the past two years, our small but passionate team of four has built a suite of applications that integrate seamlessly with the careerzynith ecosystem, earning an outstanding rating from merchants worldwide. As we continue to expand our product portfolio and customer base, we are looking for a dynamic, customerfocused professional to join us as our inaugural Customer Support Representative. Why This Role Is a GameChanger At careerzynith, the Customer Support Representative is not just a ticketresolver; you will be a foundational member of the team, shaping the support function from the ground up. This role offers a rare blend of direct customer interaction, product insight, and the freedom to explore other business areas such as content creation, product research, and even earlystage marketing. If you thrive in a startup environment where initiative is rewarded and every contribution matters, this is the perfect opportunity to grow your career while making a tangible impact on a highperforming product line. Key Responsibilities Customer Interaction:Respond to merchant inquiries via live chat and email, delivering timely, accurate, and friendly solutions. Technical Troubleshooting:Diagnose and resolve issues related to the careerzynith app, including basic CSS and JavaScript problems, while escalating complex cases when necessary. Product Knowledge Development:Continuously deepen your understanding of the careerzynith app features and the broader careerzynith ecosystem to provide expert guidance. Feedback Loop Creation:Capture, summarize, and prioritize merchant feedback, turning insights into actionable product improvement suggestions for the development team. Documentation & Knowledge Base:Write clear, concise technical documentation, helpcenter articles, and howto guides that empower merchants to selfserve. CrossFunctional Collaboration:Participate in nonsupport projects such as researching new tools, drafting blog posts, creating mockups, or assisting with marketing initiatives based on your strengths and interests. Process Building:Design and implement support workflows, ticketing standards, and onboarding procedures that will scale as the support team expands. TimeZone Coordination:Maintain at least a fourhour overlap with the core teams GMT+7 schedule (9am6pm) to ensure seamless communication. Essential Qualifications Exceptional Communication:Superior written and verbal skills in English, with the ability to convey technical concepts clearly and empathetically. CustomerCentric Mindset:Genuine enjoyment in helping people, solving problems, and turning challenging interactions into positive experiences. Technical Aptitude:Comfort discussing highlevel technical topics and working with basic CSS and JavaScript; eagerness to learn more advanced frontend skills. Documentation Skills:Proven ability to produce wellstructured technical articles, FAQs, and internal knowledge base entries. Adaptability:Willingness to wear multiple hats in a small startup environment, taking on tasks beyond traditional support duties. Availability:Ability to maintain a minimum of four hours of overlap with the GMT+7 workday (9am6pm). Preferred (NicetoHave) Qualifications Experience with the careerzynith platform or similar B2B SaaS applications, especially in theme development or customization.Background in B2B SaaS support, with an understanding of merchant workflows and revenueimpacting issues.Multilingual abilitiesparticularly French, Spanish, or Italianto serve a diverse, global merchant base.Additional startuprelevant skills such as SEO, content marketing, video editing, or product analytics.Core Skills & Competencies ProblemSolving:Ability to diagnose root causes quickly and propose effective solutions. Empathy & Patience:Skilled at handling hard customers with professionalism and calm. Time Management:Efficiently prioritize tickets, projects, and crossfunctional tasks. Collaboration:Strong team player who can communicate clearly with developers, product managers, and marketers. Continuous Learning:Proactive in staying uptodate with new features, industry trends, and emerging support tools. Career Growth & Lear .