SaaS Customer Support (US phone support mandatory)

Job Description

About the job

Job Title: SaaS Customer Support (US phone support mandatory)

Company: RunLoyal

Location: India,Coimbatore

Type: Full-time

About RunLoyal

RunLoyal is a leading SaaS platform revolutionizing the pet care industry, empowering pet businesses to streamline operations, increase revenue, and deliver world-class customer experiences. We are passionate about building innovative solutions and helping pet care providers thrive.

As part of our growing global team, we are expanding our customer operations in India to provide round-the-clock support for our U.S.-based customers.

Role Overview

We are looking for Customer Service Associates (International Voice Process) to join our India team. In this role, you’ll be the first point of contact for our U.S. customers—resolving queries over phone, email, and (in the future) live chat.

You’ll play a vital role in ensuring that customers feel heard, supported, and delighted, while also helping them use our SaaS platform effectively. This is a great opportunity for someone with strong communication skills, empathy, and a drive to deliver excellent customer experiences in a global SaaS environment.

What You’ll Do

• Handle inbound and outbound customer calls with professionalism and empathy.
• Respond to customer queries via email (and eventually live chat).
• Troubleshoot basic product questions and provide clear solutions or next steps.
• Document interactions, categorize tickets, and follow escalation workflows.
• Meet and exceed defined SLAs (First Response Time, Resolution Time, CSAT).
• Multitask between voice, email, and chat support while maintaining quality.
• Follow playbooks, SOPs, and scripts while adapting communication style based on customer needs.
• Provide proactive, friendly, and helpful communication that builds trust with customers.
• Collaborate with U.S. and India teams for smooth issue resolution.

What You Bring

• 1–3 years of customer service experience (International Voice Process preferred).
• Excellent spoken and written English communication skills (neutral accent required).
• Strong listening skills and empathy to handle sensitive or frustrated customers.
• Ability to multitask between calls, emails, and documentation.
• Quick learner with strong product understanding and ability to adapt.
• Comfortable working in a U.S. time zone shift (night shifts/EST overlap).
• Proficiency with support tools (Freshdesk, Zendesk, or similar) is a plus.
• Basic knowledge of SaaS or tech products preferred but not required.

What We Value

• Customer Obsession – You genuinely care about solving customer problems.
• Empathy & Patience – Every customer conversation matters.
• Clear Communication – Ability to explain solutions simply and confidently.
• Adaptability – Comfortable in a fast-paced startup environment.
• Teamwork – Willing to support peers and share knowledge.

Why Join RunLoyal

• Be part of a fast-growing SaaS company with a bold mission in pet tech.
• Gain global exposure supporting U.S.-based customers.
• Opportunity to learn SaaS products and grow into advanced support roles.
• Collaborative, empathetic, and growth-oriented work culture.
• Competitive compensation and career growth opportunities.

Attention Job Seekers before you apply :

Stay Updated with the Latest Job Opportunities!
At Voicejobs.in, we are committed to helping you find job opportunities without any extra costs. We do not charge job seekers—our revenue comes from ads and companies posting jobs.

Important Reminder: If any recruiters or consultants ask for money in exchange for a job through our platform, it’s not something we endorse. While we do our best to ensure fairness, always remain vigilant. You shouldn’t have to pay anyone to get a job through Voicejobs.in.

To keep your job search free and secure, we invite you to stay connected and receive daily job updates through any of our social media platforms:

Note: Please record your voice answering the question after this form. This helps the employer check your language fluency. You will also need to type on the computer to show your typing skills. Your application will not be accepted without the voice recording and typing test. Thank you!

Note : Voice Recording is working perfectly in Requesting you to apply with your Cv & Voice Record in any of the above mentioned browsers using the link below

• Click to Copy & paste

Application Form

Hi, You are applying for the post SaaS Customer Support (US phone support mandatory) in the Karnataka, Bangalore. Its a Work from Home opportunity, Please fill the details below & Record your voice in the next form for evaluation.

---

Mr / Ms Mr. Ms.

Current or Last served Position Title :

Current Location : State, City

Education :

10 or Below 10th 12th Pass Under Graduate Post Graduate

Field of Study :

Age :

Current or Last Salary :

Expected Salary per month :

Overall Experience :

Relevant Experience :

Notice Period:

10 digit Mobile Number :

Email id :

Choose a Display Picture

Upload resume
Upload your CV or Resume

  Please check this box to confirm that the information provided above is accurate. By doing so, you also acknowledge that you have carefully reviewed the job posting and that your skill set matches the requirements.

  Please check this box to confirm that you are willing to record your voice and complete a typing test on the computer as required by the employer. Your application cannot be evaluated without these steps on the next page.

Apply

Hello,

Your profile details have been successfully stored. To proceed, please record your voice in the languages requested by the employer. The employer has requested voice recordings on two topics. Please note that your application cannot be processed further without these audio recordings.

Thank you.

Hi, there is some problem in storing your details. Please connect to the chat box in the right side down corner

The following voice recording is mandatory as requested by the employer who posted this job.

Voice Record Should be in:  

Topic1 to record your voice : 

Voice Recording

Start Recording Stop Recording

Your voice recording for Employer Requested Topic 1 will appear below once you click 'Stop Record.' Please ensure you delete any unwanted voice samples. Click 'Send to Employer' when you are satisfied with your recording. Employers will evaluate your application based on your fluency and proficiency.

Hi, Your Voice record for Topic1 is sent successfully with your Cv & details. please record the other topic below

Hi, there is problem in registering your English Voice record. it seems your email id or phone number is already registered.
You can Sign in here & apply for Jobs to attract employers based on your voice based skills. if not please click on the Whats App button in this screen in the right side down corner to report more about the issue

---

The below requested Voice Record is mandatory as per the employer who posted this job

Voice Record Should be in:  

Topic2 to record your voice : 

Voice Recording

Start Recording Stop Recording

Your voice recording for Employer Requested Topic 2 will appear below once you click 'Stop Record.' Please ensure you delete any unwanted voice samples. Click 'Send to Employer' when you are satisfied with your recording. Employers will evaluate your application based on your fluency and proficiency.

Hi, Your Voice record, CV & Expertise details has successfully sent to the employer. Click here to browse for More Jobs

We are pleased to inform you that your voice recording, CV, and expertise details have been successfully sent to the employer. As part of the assessment process, you are required to complete a typing test.
Please click on the link below to proceed, or you will be redirected shortly.

Hi, there is problem in registering your English Voice record. it seems your email id or phone number is already registered.
You can Sign in here & apply for Jobs to attract employers based on your voice based skills. if not please click on the Whats App button in this screen in the right side down corner to report more about the issue