Why This Job is Featured on The SaaS Jobs
Why this Role is Featured on The SaaS Jobs
Tier 1 Customer Support roles sit at the operational core of SaaS, where product usage, reliability, and customer expectations meet in real time. With Dialpad positioned as a communications SaaS provider, the work naturally involves supporting a product that blends software behavior with telephony style complexity, making frontline troubleshooting a meaningful window into how subscription products are experienced day to day.
For SaaS career builders, this kind of support remit builds durable fundamentals: translating technical issues into clear customer language, recognizing patterns across cases, and feeding actionable signals back to Product and Engineering. The listing’s emphasis on multi channel support and collaboration across Support tiers and adjacent functions reflects a common SaaS operating model, where customer conversations become an input to prioritization, quality, and retention work.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
You should have a proven track record of excellent customer support. You will also be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding.
Lastly, you should be a very hard worker, professional in how you interact with customers, and deeply committed to helping users.
As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face.
Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely globally with higher-tier Customer Support, Engineering, Customer Success, Product, and Sales teams to continuously improve the customer experience.
Skills you’ll bring
- Minimum of 3 years in customer support (additional work experience in a technical field is preferred).
- Respond to customer inquiries about technical issues with the Dialpad product across all relevant communication channels.
- Resolve and troubleshoot customer issues, both simple and complex.
- Engage with customers to quickly get to the root of their problem.
- Provide timely and accurate customer feedback.
- Manage multiple cases and communication channels simultaneously (call center, email, chat).
- Proficiency in Windows/Mac OS.
- Attention to detail and strong problem-solving skills.
- Good written and verbal communication.
- Handle user inquiries ranging from simple product questions to more complex technical support issues.
- Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution.
- Maintain or exceed our established service levels and productivity standards.
- Passion for learning and working effectively with a variety of multicultural internal teams.
- Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.
- Experience with telecommunication or SaaS providers required.
- Excellent internet connectivity required.
