This role is part of our ScraperAPI team, one of our growing brands at saas.group.
ScraperAPI is an enterprise-scale web scraping solution, trusted by businesses across a wide range of industries to extract crucial data at scale. From e-commerce, travel to real estate and market research, we support companies in turning the web into actionable insights.
We’re currently on an exciting growth journey, scaling rapidly as demand for reliable, high-performance web scraping and data keeps rising.
Position OverviewWe're excited to expand our team with a Customer Support Representative who will play a crucial role in maintaining and strengthening our customer relationships. If you're customer-focused, self-sufficient, and have a knack for making customers feel valued and satisfied, we want to talk to you!
As a Customer Support Representative at ScraperAPI, you'll play a crucial role in optimizing our clients' experience with our service. You’ll be first point of contact for our users and will collaborate with other departments to improve the customer journey even further. This role combines Level 1 technical support, billing inquiry management, and onboarding/account setup responsibilities. You’ll act as the bridge between our customers and internal teams, ensuring issues are resolved promptly and that users receive an exceptional experience throughout their journey.
Your responsibilities- Serve as the first point of contact for incoming support requests.
- Independently manage and resolve Level 1 Support tickets with accuracy and professionalism.
- Collaborate with Sales during customer onboarding to ensure seamless billing and account setup.
- Classify and escalate complex technical issues to Level 2 Support.
- Work with a strong sense of urgency to meet and exceed monthly KPIs.
- Provide feedback on ticket trends, customer pain points and feature requests.
- Work closely with other departments (Engineering, Sales, Product) to drive customer satisfaction and continuous improvement.
- Keep internal billing and onboarding documentation up to date.
- Identify and propose improvements to billing workflows and policies.
- Minimum of 2 years in a customer support or success role, preferably in the SaaS industry.
- Outstanding customer service skills and a genuine desire to help customers succeed.
- Ability to work independently and take initiative.
- Excellent command of the English language, both written and spoken.
- Previous experience with customer support platforms (such as Zendesk, Zoho desk or similar).
- Previous experience with billing platforms (such as Chargebee, Stripe, Recurly or similar)
- Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like.
- Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of flexibility to solve problems in your own way — with plenty of help from the team when you need it.
- Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable.
- Small & friendly team: We help each other out, have fun, and joke around.
ScraperAPI is part of saas.group and we have a shared goal of succeeding together.
What is saas.group?Think of us as the driving catalyst behind your favorite software success stories. saas.group, established in 2017, is on a mission to turbocharge promising B2B SaaS ventures, unlocking their full potential. As a Software-as-a-Service portfolio powerhouse, we specialize in acquiring small software treasures and polishing them into industry stars. With a dynamic, fully remote team of nearly 350+ colleagues spanning 50+ countries we are truly global and we are rewriting the playbook on SaaS innovation and collaboration. We grow 21 exciting brands under our umbrella. Feel free to explore our Candidate's Hub to get an insider's view, dive into our culture, gain valuable insights into our teams and how we work.
Also, don’t forget to follow saas.group on LinkedIn to stay up-to-date on our job openings, podcast episodes, and with all things happening at our company.
We don’t just simply offer you to “take a job with us” but rather to “join us on this journey” to build the world's largest platform of independent SaaS companies.
Sounds like something you’re up for? Feel free to apply even if you don’t check all these boxes. We believe in the power of diversity and fresh perspectives to spice up our team. Your application might just be the missing ingredient!
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saas.group is committed to creating a diverse and inclusive workplace. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're passionate about working with a team that values innovation, excellence, and fairness, we encourage you to apply.
