Customer Support Specialist

About the role

Sweep's Customer Support team ensures customers have an efficient, enjoyable experience with its SaaS platform that maps climate and ESG data across organizations. As a Customer Support Specialist you will support customers throughout their climate and sustainability journey via the help center and support channels, building long-term relationships with users across the APAC region. You will be part of the Product Department and report to the Customer Support Lead.

Key responsibilities

• Monitor and resolve customer issues, including escalations, technical problems and incidents, and investigate them in depth.
• Collaborate with Product, Engineering, Delivery and Customer Success teams to resolve domain-related questions and technical challenges.
• Contribute to self-service content such as knowledge base articles, automated workflows and AI-powered support tools.
• Gather, analyze and communicate customer feedback, and help improve CSAT/NPS and support processes.
• Maintain accurate case documentation and keep customers informed.
• Support customers on a B2B SaaS platform, including those with complex organizational and reporting needs.
• Take part in onboarding and training sessions that may occur during European or US business hours.

Required profile

• Most candidates have 2-3 years of experience in a Customer Support, Technical Support or Helpdesk role in a technology company, supporting customers on a SaaS product.
• Strong written and verbal English, with the ability to explain technical topics to technical and non-technical audiences.
• Organized, able to handle several cases at once, and experienced working cross-functionally.
• Based in Singapore; flexible during onboarding and available for the standard APAC schedule of 09:00-17:00 Singapore time.
• Plus: enterprise account support, incident management, CRM/ticketing platforms (e.g. Intercom), help center content creation, and Mandarin.

What we offer

• A hybrid work model with offices in Paris, London and Denver.
• A B Corporation committed to social and environmental responsibility.