L1 Customer support

Job Title:

L1-Customer Support – SaaS Application Support

About the Company:

RunLoyal is a fast-growing SaaS company based in Atlanta, GA, transforming the pet care industry with innovative technology. We are seeking a Lead Application Support Engineer to join our India-based remote team and support our US customer base.

Working Hours:

5:30 PM to 3:00 AM IST (Night Shifts Only)

Job Role Summary:

Responsible for handling US-based customer calls, troubleshooting customer-reported issues, and ensuring issues are resolved with utmost customer satisfaction. The role requires high command in English communication, quick learning ability, and continuous demonstration of empathy and collaborative behavior.

Responsibilities:

· Handle customer calls, particularly for US-based customers

· Work exclusively in night shifts

· Troubleshoot customer-reported issues

· Identify solutions quickly and keep customers informed

· Engage with internal teams

· Continue engagement until issues are resolved

· Ensure utmost customer satisfaction

· Demonstrate true empathy towards customers

· Maintain collaborative behavior

· Meet minimal behavioral expectations

Requirements:

· Minimum 2 years of experience in US-based SaaS product support (ERP-related preferred)

· Experience with platforms like Freshdesk, Zoho, Zenoti,

· Prior experience in phone support for US customers

· Willingness to work in rotating shifts

· High command in English (verbal and written)

· Quick learning ability on SaaS products

· Capability to handle product training–related queries

· Willingness to work only night shifts

· Ability to continuously demonstrate communication and learning skills (non-negotiable)

Cultural Expectations:

· We prioritize the well-being of our pet care providers and the pets they care for. This means being responsive and available when they need us, including holidays, weekends, and occasional late hours.

· We have an unyielding commitment to serving our customers, working diligently until they are fully satisfied.

· We focus on attention to detail and quality in everything we do, ensuring excellence in our products and services.

· We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions.

· A love for pets is at the heart of what we do.

Our Values:

· Kindness: We assume positive intent, celebrate coworkers’ success, avoid toxic behaviors, and call out bad acting when we see it.

· Trust: We are authentic, humble, and empathetic. Empathy is the cornerstone of building trust. In a world that is full of change, trust is essential.

· Fearlessness: We are bold, honest, direct, and candid. We challenge assumptions and push boundaries. We are not afraid to be challenged. Mistakes are learning opportunities.

· Discourse, Not Dissonance: We encourage constructive discourse and welcome challenges. We strive to create an environment where the best ideas rise to the top and data drives decisions.

· Understanding, Not Consensus: As leaders, we stand firm in our informed convictions until overturned by data. We embrace healthy disagreement but commit to the outcome once a decision is made.

· Ownership: We empower each other to solve problems and take initiative to achieve our goals. We are intentional in our thinking, knowing we are accountable for our impact.

· Curiosity: We are passionate about learning and constantly seek opportunities to grow. We adapt and evolve with the industry.

Benefits:

· Competitive salary and benefits package.

· Opportunity to work with cutting-edge technology.

· Fast-paced and dynamic work environment.

· Chance to make a real impact on a growing company.

Why Join RunLoyal:

· Join a fast-growing US-based SaaS company

· Work remotely with a dynamic global team

· Competitive salary and long-term career growth

· Be part of an innovative product transforming pet care

Intrested? Contact @ 6385599102

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Salem, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Current CTC

Experience:

• supporting US customers via Phone: 1 year (Required)

Location:

• Salem, Tamil Nadu (Required)

Shift availability:

• Night Shift (Preferred)