Remote support & operations staff for European SaaS teams

Handles inbound tickets, live chat and email — answering common product questions from your runbooks and help docs, resolving account, access and login issues, and escalating anything complex to Tier-2 with clean notes. Works well with saved replies and defined procedures.

Owns the front-line queue day to day: troubleshoots beyond the script, raises first-contact resolution, keeps response times within SLA, handles frustrated users, and updates macros and help-centre articles as gaps appear. Reduces the load on Tier-2 instead of just passing tickets up.

Anchors the front line — resolves the hardest first-line tickets, analyses ticket trends and flags recurring product issues, builds out the knowledge base to deflect repeat questions, and tightens escalation workflows. Can coach junior agents and lift the whole queue, for when support quality directly drives retention.

Takes escalations from the front line, reproduces and documents reported issues, investigates logs and error reports, and handles technical troubleshooting beyond Tier-1 scope — passing well-documented bugs to engineering when a code fix is needed.

Owns the escalation queue: diagnoses complex technical issues, troubleshoots integrations and API problems, reproduces and documents bugs cleanly for engineering, and resolves everything that doesn't need a code change. Keeps Tier-1 unblocked and customers moving.

The technical backstop — root-causes the hardest and recurring issues, works directly with engineering and product on fixes and workarounds, and writes the technical documentation that stops issues repeating. Can shape escalation processes and mentor the support team, for products where support is technical and getting it wrong costs customers.

Guides new customers through the standard setup steps — account configuration, initial data import and product walkthroughs — following your onboarding playbook and keeping each new account moving through the checklist to first use.

Runs onboarding end to end: configuring accounts to each customer's needs, leading setup and training sessions, driving customers to first value and activation, and flagging churn risk early. Owns time-to-value, not just the checklist.

Handles complex, high-value onboardings — multi-stakeholder implementations, data migration and tailored rollouts — and improves the program itself: refining playbooks, cutting time-to-value and coaching the team. For when a smooth start decides whether customers stay.

Executes test cases and regression checks, runs through features to catch bugs before release, and logs clear, reproducible bug reports with steps and evidence. Works to your test plans and keeps routine testing off your developers.

Owns day-to-day testing: writing and maintaining test cases, running regression and exploratory testing across releases, verifying fixes, and tracking defects through to closure. Catches issues before your customers do.

Shapes how quality is tested — building test plans and strategy, introducing or extending test automation, integrating checks into your release pipeline, and working with developers on where quality breaks down. For products where a bad release costs trust.

Handles high-volume data work — entry, cleaning, deduplication and enrichment — and keeps your databases and records accurate and consistent to defined rules. The steady hands that stop data quality from slipping as volume grows.

Runs data operations day to day: imports and migrations, validation and hygiene across your systems, building and maintaining reports and dashboards, and resolving the data discrepancies that break reporting. Keeps your data trustworthy.

Manages complex data operations — multi-system migrations, reconciliation across sources, reporting pipelines, and the process design that keeps data clean at scale. Spots and fixes structural data problems and can guide the team, for when decisions depend on the numbers being right.

Takes on the routine administrative load — data entry, document preparation and formatting, record and database updates, and file organisation — worked to clear procedures. The dependable support that keeps your admin from piling up.

Runs recurring back-office operations with little oversight: data and document management, CRM and system updates, report preparation, and cross-checking records for accuracy — handling the exceptions rather than passing them back.

Manages admin that spans multiple systems and moving parts — process coordination, reporting and reconciliation across tools, and finding and fixing the data and process gaps others miss. Can document and streamline your back-office workflows so they run cleaner.

Keeps your CRM clean and current, researches and builds prospect lists, prepares quotes and basic proposals, books meetings, and handles the follow-up admin — the groundwork that keeps your salespeople selling instead of doing data entry.

Runs day-to-day support for the sales team: managing pipeline data and reporting, preparing quotes and proposals, and coordinating scheduling and documents with prospects and clients so deals keep moving.

Manages the operational side of sales — pipeline and reporting analysis, proposal and RFP support, CRM process improvement, and the administrative coordination of multi-stakeholder deals. Can set up cleaner sales-support processes and guide juniors.