Senior Specialist, Customer Support (APAC/ EMEA/ NAMER)

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.

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