Customer Support (with SaaS Experience required)

About Wave Nine
Every day, we enable the best organizations in the world to run more effectively with OKRs, all while bringing purpose to employees, and results to companies. Our OKR implementations are company-wide endeavors. With our hands-on approach to consulting, workshops, training, and OKR software rollouts, we know how to create impactful OKR operating rhythms that drive organizational transparency, alignment, and accountability. We are more than just consultants—we are active builders and implementers who stand by our clients every step of the way!


Responsibilities
In this role, your mission is to ensure our customers have a great experience overall. As the go-to person for support, you’ll empower clients to get the most out of our platform through guidance, troubleshooting, and leading training sessions.
Learn and master the OKR Software that we use to best help and understand the needs of our customers. Software training will be provided.
Take ownership of customer issues, drive resolutions, and escalate unresolved issues to relevant internal teams. Proactively investigate if you don’t have enough information to answer customer questions or resolve issues.
Work closely with the customer support team's day-to-day functions.
Formulate and revise customer support policies and promote their implementation.
Work with the team in handling customer inquiries via e-mail, chat, or video, giving prompt answers to customer questions, and adhering to Service Level Agreement (SLA) deadlines.
Run software training for our clients to help them make the best use of the broad functionality of the platform
Proactively initiate the documentation of knowledge as solution articles, keep records of customer interactions, process customer accounts, and file documents.


Qualifications
Excellent English Communication skills (written and on video) and comfortable conducting client training sessions.
Technical background preferred. Previous experience in the B2B SaaS industry is required.
A high degree of proactivity. You don’t accept “Can’t do” as an answer but will find a workaround that solves their problem
Ability to communicate with different stakeholders, internal and external, to achieve a solution, not only close a ticket
Comfortable working in East Coast working hours.
At least 2-3 years of experience in the customer support industry


Why You Will Love Working with Us
You’ll be part of a dynamic, growth-driven team. We offer competitive compensation, continuous learning opportunities, and a supportive, collaborative environment—all with the flexibility of remote work. You’ll have a very high degree of freedom, and the ability to shape Wave Nine with us. So, grab your board and ride the wave with us!


IMPORTANT NOTE
Please include a link to your intro video, and resume. Without these, we will not forward with your application. Thank you!
Please SKIP if you have applied before. Thank you!