Senior Customer Support Specialist

Location: Pune, Bangalore Function: Customer Support (HR, Benefits, Payroll, Billing & Account Operations)

Job Overview

We are building a high-performing Support team committed to helping customers realize the full potential of Multiplier. We are looking for a customer-focused Senior Customer Support Specialist who will play a critical role in driving customer satisfaction and success globally.

With 4+ years of experience in SaaS, Payroll, or HRIS, you will own complex customer issues end-to-end, build strong customer relationships, drive product adoption, and collaborate closely with internal teams to continuously improve the customer experience.

What You’ll Do

Customer Support & Issue Resolution

• Own the end-to-end resolution of customer issues while delivering an outstanding support experience.

• Engage with customers via email, chat, and video conferencing to troubleshoot and resolve issues efficiently.

• Act as a product expert, providing deep platform knowledge and guidance to help customers succeed.

• Manage escalations, de-escalate complex situations, and drive timely resolutions using platform and industry expertise.

Cross-Functional Collaboration

• Partner closely with Product and Engineering teams to share customer feedback and contribute to product and experience improvements.

• Act as a bridge between customers and internal stakeholders to ensure alignment and clarity.

Documentation & Knowledge Management

• Create clear, structured, and comprehensive process documentation to support internal teams and improve operational efficiency.

• Contribute to customer-facing knowledge bases, including best practices, troubleshooting guides, and product updates.

Subject Matter Expertise

• Become a go-to product and process expert for both customers and internal teams.

• Support peers with complex cases, product questions, and operational best practices.

What You’ll Bring

• 4+ years of experience in Customer Support or Customer Experience, preferably in SaaS, Payroll, or HRIS environments.

• Strong problem-solving and analytical skills with a customer-first mindset.

• Hands-on experience with customer support tools such as Zendesk, Salesforce, or similar platforms.

• Excellent written and verbal communication skills in English.

• Strong organizational skills with experience in process improvement and documentation.

• Self-driven, adaptable, and comfortable working in a fast-changing environment.

• Flexibility to work APAC, EMEA, or AMER shifts based on business needs.