[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Singa is transforming the global karaoke industry with a modern streaming platform serving B2B customers in North America. The Customer Support Specialist will act as the primary contact for Bronze tier accounts, guiding them through onboarding and ensuring they maximize the platform's value while also providing support for higher-tier accounts.
Responsibilities
- Serve as the primary point of contact for Bronze tier accounts and secondary support for Silver, Gold, and Enterprise customers, building strong relationships and delivering exceptional support throughout the customer lifecycle
- Lead new customer onboarding sessions to ensure a smooth and successful start with the Singa platform, including account setup, product training, and ongoing engagement
- Educate customers on platform features, workflows, and best practices, helping them maximize value and achieve their business objectives
- Provide timely and empathetic support to B2B customers via chat, email, and video calls
- Monitor customer usage and engagement, proactively identifying opportunities to improve adoption, retention, and overall customer satisfaction
- Track and document customer interactions, account activity, and support requests within CRM and customer success platforms to maintain accurate records and visibility
- Diagnose and troubleshoot technical platform issues, collaborating with Product, Engineering, Sales, and AV teams to resolve more complex challenges
- Act as a customer advocate by gathering and relaying customer feedback to internal teams to help shape the future of our product
- Manage multiple customer accounts simultaneously while maintaining high levels of responsiveness, organization, and attention to detail
- Contribute to the creation and maintenance of customer-facing resources, including knowledge base articles, training materials, and support documentation
Skills
- 1–2 years of experience in customer support, customer success, or client services within a SaaS, software, or technology environment
- Proven experience of customer onboarding, training, adoption, and engagement initiatives
- Strong ability to guide customers through software platforms, workflows, and implementation best practices
- Experience using CRM and customer success tools to manage customer data, track activity, and document interactions
- Ability to identify customer challenges and proactively recommend solutions that improve outcomes and the overall customer experience
- Comfortable troubleshooting platform issues and coordinating cross-functionally when advanced technical support is required
- Excellent verbal and written communication skills, with the ability to build trust and communicate effectively with a variety of stakeholders
- Strong organizational and time-management skills, with the ability to prioritize and manage multiple customer accounts concurrently
- Familiarity with customer support and success platforms such as HubSpot, Intercom, Salesforce, or similar tools
- A genuine passion for music and the joy of singing
- Experience working with clients in the hospitality or entertainment industry
- A proactive problem-solver who enjoys educating users and seeing them succeed
- Thrives in a fast-paced, dynamic startup environment
- Excited about occasional travel to Europe for team gatherings
Benefits
- Health insurance via a selection of plans — we offer a range of options so you can choose what works best for you and your situation.
- PTO 25 days
- Bi-annual trips to Europe
- Remote work environment
Company Overview