Customer Support Specialist

Introducing Paperflite:

Paperflite is a fast-growing SaaS company headquartered in the US with operations in Chennai, providing a next-generation content management platform for sales and marketing teams. Our platform empowers sales and marketing professionals to share, and track sales content with prospects and customers, enabling them to close deals faster and more efficiently. Our clientele includes leading companies from various industries, including technology, healthcare, and financial services. Canva, Louis Vuitton, Carlsberg, and Puma are some of the prominent names. It was rated as the Most Recommended Software in 2022 by Software Advice and among the top 50 software companies in India by G2 in 2023. We were also recognized as one of America’s best startup employers by Forbes in 2023 and 2024 as well.

Role Overview

As a Senior Customer Support Specialist, you will own product support for our enterprise and SMB customers, from the first response through to a verified resolution. Paperflite is a B2B SaaS content experience platform serving customers globally, and this role sits at the centre of how those customers experience us day to day.

You will be the senior point of contact for complex issues and escalations, working closely with Product, Engineering and Customer Success so customers get one clear, coordinated answer. Beyond resolving tickets, you will find the root cause of recurring problems, build the knowledge base that helps customers help themselves, and bring what you hear from customers back into the product.

Key Responsibilities

• End-to-End Support Ownership: Own L1/L2 product support for enterprise and SMB accounts across chat, email, tickets and calls, from triage to verified resolution, within SLA and first-response targets.
• Escalation Management: Lead high-priority and executive-level escalations, bringing Product, Engineering and Customer Success into a single response track and keeping stakeholders updated until the issue is closed.
• Root Cause Analysis: Investigate escalated issues, reproduce bugs with clear evidence, and work with Engineering on permanent fixes that reduce repeat tickets.
• Knowledge Base Management: Build and maintain help articles, FAQs and troubleshooting guides for both Paperflite and Cleverstory, increasing self-serve resolution and reducing dependency on escalation paths.
• Voice of the Customer: Spot recurring support patterns and turn them into prioritised product insights for Product and Engineering.
• Adoption and Onboarding: Guide customers through setup and configuration so they reach value faster and use the product to its full extent.
• Mentoring: Onboard and mentor new support team members on workflows, tooling and troubleshooting methodology.

What You'll Need to Join the Team

• Experience: 2–4 years in technical or product support, or a similar customer-facing role, preferably in a B2B SaaS product company.
• Escalation Handling: A track record of managing high-priority customer issues calmly, including communication with senior customer stakeholders.
• Troubleshooting and RCA: A structured approach to diagnosing issues, reproducing bugs and documenting them clearly for Engineering.
• Communication Skills: Strong verbal and written communication, with the ability to explain technical issues simply to customers and precisely to internal teams.
• Content Writing: Strong writing skills for clear, well-structured knowledge base articles and troubleshooting guides.
• Cross-Functional Collaboration: Comfort working across Product, Engineering and Customer Success to move issues to closure.
• Customer-Centric Mindset: Ownership of every issue you pick up, with proactive updates until the customer confirms it is resolved.
• Tools: Hands-on experience with helpdesk or ticketing systems and CRM tools.

Good to Have

• Experience with HubSpot or a similar CRM for account segmentation, personalised outreach and automated sequences.
• Exposure to customer enablement or proactive outreach initiatives that improved adoption or demo conversion.
• Prior experience mentoring or onboarding team members
• Familiarity with content experience or sales enablement platforms.

NOTE: This position follows a night shift. We want to ensure this is the right fit for you before you invest time in the process.

The Paperflite Difference:

• Work and learn from a talented team that is building an industry-first solution.
• No rigid hierarchy, with a friendly environment that fosters creativity and innovation.
• A fully stocked delicious pantry with snacks, drinks and treats for you to enjoy.
• Sweat it out, sans cost with our fitness program that lets you choose any fitness centre of your choice.
• A fully covered medical insurance plan that will never make you grow sick of hospital bills.
• If you’re a furball fanatic, then you’re in luck: we’ve got four dogs and a cat who will shower you with love and lick you to infinite glory.
• We are an equal-opportunity employer and value diversity at our company.
• And, one of the more popular office perks: four lovable dogs and one opinionated cat who are always around for attention, treats, and the occasional cameo in meetings.