Customer Experience VA – B2C SaaS

This isn't a support ticket role. It's a customer experience function that sits at the intersection of support, retention, and revenue — and we're looking for someone who understands the difference.

For a B2C SaaS platform, how a customer feels at every touchpoint directly affects whether they stay, upgrade, or leave. The person in this role doesn't just react to problems — they look for patterns, improve the systems around those problems, and proactively shape how customers experience the product.

On the support side, you'll handle email, live chat, and social DMs — responding quickly, resolving issues thoroughly, and making sure nothing falls through the cracks. On the retention side, you'll follow up with at-risk customers, spot early signs of churn, work to reduce refunds and complaints, and identify natural openings for upsells or re-engagement. On the systems side, you'll manage customer data in the CRM — tagging, segmenting, keeping pipelines clean — while tracking recurring issues and feeding those insights back into how we onboard and communicate with new users.

What we need:

• Experience in a CX or support role for a SaaS or digital product company
• Comfortable working across email, live chat, and social DMs simultaneously
• Hands-on with tools like Intercom or ——
• Data-aware — you track patterns, not just individual tickets
• Strong written communication; warm, clear, and efficient at the same time

If you've worked in a SaaS support environment and found yourself doing more than just answering tickets — optimizing flows, flagging trends, keeping customers engaged — this is the role you've been looking for.