We're looking for a Customer Support Specialist to be the champion for our B2B customers in North America. You'll be the first point of contact for hospitality venues using Singa, guiding them from onboarding to becoming power-users, building relationships, and shaping the success of our B2B partners. You'll be the go-to expert for bars, restaurants, and entertainment venues, helping them use Singa to boost their business and create amazing experiences for their patrons.

This is a highly autonomous remote role based in the Pacific timezone. You'll serve as the primary point of contact for Bronze tier accounts while also providing direct support coverage for Silver, Gold, and Enterprise accounts during your shift and when the team lead is unavailable. Your insights will be invaluable, directly influencing our product roadmap and go-to-market strategy.

You'll be joining our North America team of 6, a mix of sales, customer success, and marketing, reporting directly to our US Lead. You'll also work closely with our teams in Helsinki across support, customer success, sales, and product.

Key Responsibilities

• Serve as the primary point of contact for Bronze tier accounts and secondary support for Silver, Gold, and Enterprise customers, building strong relationships and delivering exceptional support throughout the customer lifecycle.

• Lead new customer onboarding sessions to ensure a smooth and successful start with the Singa platform, including account setup, product training, and ongoing engagement.

• Educate customers on platform features, workflows, and best practices, helping them maximize value and achieve their business objectives.

• Provide timely and empathetic support to B2B customers via chat, email, and video calls.

• Monitor customer usage and engagement, proactively identifying opportunities to improve adoption, retention, and overall customer satisfaction.

• Track and document customer interactions, account activity, and support requests within CRM and customer success platforms to maintain accurate records and visibility.

• Diagnose and troubleshoot technical platform issues, collaborating with Product, Engineering, Sales, and AV teams to resolve more complex challenges.

• Act as a customer advocate by gathering and relaying customer feedback to internal teams to help shape the future of our product.

• Manage multiple customer accounts simultaneously while maintaining high levels of responsiveness, organization, and attention to detail.

• Contribute to the creation and maintenance of customer-facing resources, including knowledge base articles, training materials, and support documentation.

Qualifications

• 1–2 years of experience in customer support, customer success, or client services within a SaaS, software, or technology environment.

• Proven experience of customer onboarding, training, adoption, and engagement initiatives.

• Strong ability to guide customers through software platforms, workflows, and implementation best practices.

• Experience using CRM and customer success tools to manage customer data, track activity, and document interactions.

• Ability to identify customer challenges and proactively recommend solutions that improve outcomes and the overall customer experience.

• Comfortable troubleshooting platform issues and coordinating cross-functionally when advanced technical support is required.

• Excellent verbal and written communication skills, with the ability to build trust and communicate effectively with a variety of stakeholders.

• Strong organizational and time-management skills, with the ability to prioritize and manage multiple customer accounts concurrently.

• Familiarity with customer support and success platforms such as HubSpot, Intercom, Salesforce, or similar tools.

What Success Looks Like at Singa

• Customers are successfully onboarded and actively using the platform within expected timelines.

• Customer inquiries are resolved quickly, professionally, and with a high level of satisfaction.

• Platform adoption, engagement, and retention metrics consistently improve across assigned accounts.

• Customer feedback is effectively communicated internally, helping drive continuous product and service enhancements.

• Strong, trusted customer relationships are maintained, resulting in positive customer experiences and long-term partnerships.