U.S. Tech Client Support Liaison

You will act as the first point of contact for my U.S.-based technology clients, handling all incoming questions, minor troubleshooting, and status updates. The focus is customer support rather than sales or project management, so a friendly manner, quick response time, and clear written English matter more than deep technical expertise; a basic grasp of typical SaaS terminology is enough.

The work is fully remote, but most client interactions happen between 9 a.m. and 5 p.m. Eastern. Live chat, email (Zendesk), and occasional Zoom check-ins are the main channels. Whenever an inquiry moves beyond your comfort zone, you will gather the necessary details and escalate it to the engineering team, then follow up to be sure the client feels heard and informed.

Weekly deliverables
• A concise report summarizing tickets received, resolutions, and any open issues
• Notes on recurring questions or pain points so we can improve our knowledge base
• Suggestions for small process tweaks that could boost client satisfaction

Success is measured by first-response time, ticket resolution rate, and the qualitative feedback we get from clients. If you enjoy building rapport, can explain technical concepts in plain language, and are comfortable juggling multiple conversations at once, this should be a smooth fit.