Customer Support Specialist

We are a growing SaaS company providing a comprehensive commerce platform tailored for the retail industry. Our platform includes an online store builder, business website management, a Point of Sale (POS) system, and a customer-facing mobile app. We're looking for a dynamic and resourceful Customer Support Executive to support our users and help define and execute a scalable support process.

Key Responsibilities:

1. Develop and maintain a structured FAQ section and support knowledge base aligned with product updates and user feedback.
2. Design and implement a streamlined customer support process, including SLAs, escalation paths, and ticket tracking.
3. Respond to customer queries across multiple channels (email, live chat, phone/VOIP, support ticketing system).
4. Provide technical assistance for core platform modules: online store, website builder, POS system, and customer app.
5. Deliver onboarding support and guide us...