Why This Job is Featured on The SaaS Jobs
This Customer Support Executive position sits squarely in the operational core of a vertical B2B SaaS product, supporting end users in industries where software adoption is often tied to measurable workflow and revenue outcomes. With Attentive.ai serving US-based customers, the role reflects a common SaaS reality: support is not only reactive troubleshooting, but a frontline function that shapes retention and product usability through everyday interactions.
For a SaaS career, the work builds durable strengths in ticket triage, SLA-driven execution, and translating customer-reported symptoms into actionable signals for product and engineering. The emphasis on pattern analysis, recurrence prevention, and knowledge base upkeep mirrors how mature SaaS teams reduce support load over time while improving self-serve. Experience across email, chat, and calls also maps well to broader customer operations paths, including support operations, implementation, and customer success.
This role is best suited to someone who enjoys structured problem solving, clear written communication, and steady collaboration across functions. It will fit professionals who like owning a queue, documenting decisions, and working to consistent service standards, particularly in a remote setup aligned to US business hours.
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
About Attentive.ai: Attentive.ai is a fast-growing vertical SaaS start-up, funded by PeakXV (Surge), Infoedge, and Vertex Ventures, that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platform.
Job Description:
We are seeking an experienced and dynamic individual to join our team as Customer Support Executive. An ideal candidate will have 2 to 3 years of experience in customer support in a related field (B2B SaaS, Software etc.). Experience providing support to US clients will be considered a strong plus. Location: Remote Shift Timing: US Business Hours
Responsibilities:
● First Point of Contact: Serve as the initial point of contact for all end-users (customers) seeking assistance and support with the Attentive.ai platform via various channels including emails, calls, and chats.
● Issue Identification: Understand and analyze customer inquiries to identify whether they relate to technical support issues, service needs, or knowledge gaps. Escalate complex issues to the appropriate internal teams for resolution.
● Timely and Quality Assistance: Ensure that customers receive timely assistance and resolutions within agreed Service Level Agreements (SLAs), while upholding high-quality standards. Collaborate closely with internal teams to deliver permanent solutions to customer problems.
● Preventing Recurrence: Take proactive measures to prevent the recurrence of similar issues for current and future customers. Provide valuable feedback to the product and development teams to enhance the platform's functionality and user experience.
● Query Behavior Analysis: Analyze inbound customer queries to identify patterns, trends, and common issues. Provide insights and recommendations to relevant teams to improve processes and optimize the platform for customer satisfaction.
● Knowledge Base Management: Regularly update the knowledge base with new articles, guides, and tutorials to address knowledge gaps and empower customers to find answers independently. Ensure that the knowledge base remains accurate, comprehensive, and accessible.
Requirements for the Role:
● Excellent communication skills, both verbal and written.
● Strong problem-solving abilities and a customer-centric approach.
● Ability to collaborate effectively with cross-functional teams.
● Analytical mindset with the capability to analyze customer query behavior.
● Hands-on ticket handling experience on platforms such as Freshdesk, Salesforce, Hubspot, Zoho Desk is a must.
● Experience in providing customer support via multiple channels (emails, calls, chats).
● Ability to work flexible hours to support US time zones.
