Customer Support Specialist (Enterprise SaaS) Location: Remote (LATAM or South Africa)  Employment Type: Full-time IC Working Hours: 11:00 AM – 7:00 PM ET, Monday–Friday About the Company We are a rapidly growing enterprise SaaS company changing how employees arrive at work. Our platform brings parking, EV charging, and workplace transportation together into one intelligent system, helping large organizations make better use of their infrastructure while giving employees a simpler daily experience. We run complex enterprise programs across the globe and are trusted by some of the world's most innovative companies, including Google, OpenAI, Netflix, Riot Games, Uber, and Novartis. As our customer base scales across regions, we are expanding our global Customer Success and Support team to deliver seamless coverage across time zones. About the Role This role exists because support sits closer to our customers than any other team. As our enterprise footprint grows, we need that frontline to do two things at once: resolve issues quickly, and turn what it learns back into a better product and stronger self-serve documentation. You will be the first point of contact for both end users and the administrators running multi-site programs. Reporting to the Customer Support Lead, you will work alongside a global team to own the EMEA queue while overlapping with North American hours. This is an investigative role as much as a communications one. You will reproduce and diagnose issues, resolve what you can, escalate what you can't with complete context, and make sure the wider business hears what customers are struggling with. Your work directly reduces the volume that reaches Engineering and helps shape what we build next. Key Responsibilities Frontline Support & Resolution * Own first-response and resolution times against published targets across email and live chat. * Adapt your explanation to whoever is in front of you, from an employee opening the app for the first time to an administrator running a multi-site program. * Maintain CSAT at or above 95% across the EMEA queue. * Grow first-contact resolution as your product knowledge deepens, reducing escalation volume over time. Investigation, Triage & Escalation…

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