SaaS Support Specialist (Part-time, Remote)

Quick Facts

• Role: SaaS Support Specialist (part-time)
• Work mode: Remote
• Hours: Approximately 16–20 hours per week

Description

You’ll help clients with everyday use of a SaaS platform—answering questions, troubleshooting, and guiding them through how the system works. You’ll investigate reported issues to determine whether they’re product bugs, system configuration, or user setup problems, then coordinate resolutions with developers or legal specialists while keeping clients updated. You’ll also help improve the support process over time using signals from the ticketing system.

Responsibilities

• Respond to client questions and assist with using the system
• Triage reported problems to identify root cause (bug vs. configuration vs. user misconfiguration)
• Escalate technical issues to developers or legal specialists and oversee resolution
• Provide ongoing updates to clients on request status and outcomes
• Keep support requests well organized and continuously improve support operations
• Identify cases requiring individual assistance beyond standard support and agree next steps with clients
• Work with data from the ticketing system and generate signals for CSM and Sales

Requirements

• Basic experience with IT, SaaS, technical support, or helpdesk
• Clear and pleasant communication with clients
• Reliable, well-organized approach with the ability to follow tasks through to completion
• Interest in long-term collaboration and gradually gaining greater autonomy
• SaaS or customer IT support experience is a major plus (years not required)
• Ability to think through technical problems

Benefits

• Flexibility: remote work and part-time commitment (~16–20 hours/week)
• Work that can be combined with family or study; suitable for returning after parental leave
• Meaningful work in a legal-tech startup supporting contract management and related agendas
• Small team with direct communication and collaborative problem-solving
• Opportunity to learn and deepen product knowledge, including collaboration with developers and SaaS support operations
• Compensation based on experience and level of autonomy, with potential growth after onboarding
• Flexible work style (not constant 8-hour desk time), while maintaining consistent responsiveness for timely client answers