Senior Specialist, Customer Support (APAC/ EMEA/ NAMER) at Multiplier

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Issue Resolution, SaaS, Payroll, HRIS, Troubleshooting, Product Expert, Escalation Management, Cross-Functional Collaboration, Product Feedback, Documentation, Knowledge Management, Zendesk, Salesforce, Communication, Process Improvement

Industry

Human Resources Services

Description

SENIOR CUSTOMER SUPPORT SPECIALIST Location: Pune, Bangalore Function: Customer Support (HR, Benefits, Payroll, Billing & Account Operations) -------------------------------------------------------------------------------- JOB OVERVIEW We are building a high-performing Support team committed to helping customers realize the full potential of Multiplier. We are looking for a customer-focused Senior Customer Support Specialist who will play a critical role in driving customer satisfaction and success globally. With 4+ years of experience in SaaS, Payroll, or HRIS, you will own complex customer issues end-to-end, build strong customer relationships, drive product adoption, and collaborate closely with internal teams to continuously improve the customer experience. -------------------------------------------------------------------------------- WHAT YOU’LL DO Customer Support & Issue Resolution * Own the end-to-end resolution of customer issues while delivering an outstanding support experience. * Engage with customers via email, chat, and video conferencing to troubleshoot and resolve issues efficiently. * Act as a product expert, providing deep platform knowledge and guidance to help customers succeed. * Manage escalations, de-escalate complex situations, and drive timely resolutions using platform and industry expertise. Cross-Functional Collaboration * Partner closely with Product and Engineering teams to share customer feedback and contribute to product and experience improvements. * Act as a bridge between customers and internal stakeholders to ensure alignment and clarity. Documentation & Knowledge Management * Create clear, structured, and comprehensive process documentation to support internal teams and improve operational efficiency. * Contribute to customer-facing knowledge bases, including best practices, troubleshooting guides, and product updates. Subject Matter Expertise * Become a go-to product and process expert for both customers and internal teams. * Support peers with complex cases, product questions, and operational best practices. -------------------------------------------------------------------------------- WHAT YOU’LL BRING * 4+ years of experience in Customer Support or Customer Experience, preferably in SaaS, Payroll, or HRIS environments. * Strong problem-solving and analytical skills with a customer-first mindset. * Hands-on experience with customer support tools such as Zendesk, Salesforce, or similar platforms. * Excellent written and verbal communication skills in English. * Strong organizational skills with experience in process improvement and documentation. * Self-driven, adaptable, and comfortable working in a fast-changing environment. * Flexibility to work APAC, EMEA, or AMER shifts based on business needs.

Responsibilities

The specialist will own the end-to-end resolution of complex customer issues via email, chat, and video, acting as a product expert to drive customer success globally. They will also collaborate with Product and Engineering teams and create comprehensive process documentation for internal use and customer knowledge bases.