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.