Customer Support Specialist (SaaS)

Location: Remote and MUST work the hours of Monday–Friday, 7:00 am – 4:00 pm Pacific Time

About Us

vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from. With vcita, you can track and perform all your daily tasks, from the "first hello" to the last invoice: Charge and collect payments, invite clients to book you online, create branded invoices and quotes, and send SMS appointment reminders - all in a few simple clicks, from one single app.

vcita includes an online CRM to manage all client communications, online scheduling, online payments, email & SMS campaigns, lead-generating website widgets, and everything a small business needs to drive more business and provide excellent client service.

Our teams are based in Bellevue, Washington, St. Petersburg, Florida, and Tel Aviv, Israel.

What You’ll Do

• Provide friendly, solution-oriented support to vcita users via Zendesk tickets, live chat, Zoom, and phone — always aiming to deliver an excellent customer experience
• Respond to a wide range of customer questions and challenges, from account setup to troubleshooting issues, with empathy, patience, and professionalism
• Recreate and replicate user-reported issues to better understand problems and provide accurate, effective solutions
• Collaborate with teammates and cross-functional partners to resolve more complex tickets and ensure every customer feels heard, supported, and valued
• Capture and share customer feedback, bugs, and feature requests with our R&D team to help improve the vcita experience for all users
• Continuously grow your knowledge of the vcita platform so you can confidently guide customers and contribute to team learning
  
  

Who you are:

• Customer-Focused: You genuinely enjoy helping people and go the extra mile to ensure they feel heard, supported, and satisfied. You advocate for the customer experience in every interaction
• Tech-Curious: We’re not looking for an engineer — but you love digging into software, figuring things out, and helping others do the same. You approach technical challenges with curiosity, not fear
• Clear Communicator: Whether you’re chatting with a small business owner or escalating an issue to a product team, you tailor your tone and style to meet the moment. You explain things simply and kindly
• Detail-Oriented Problem Solver: You notice the small things that make a big difference — and you follow through to make sure issues get fully resolved
• Coachable & Growth-Minded: You take feedback well and see it as a path to getting even better. You’re always open to learning new tools, techniques, or workflows
• Self-Motivated & Collaborative: You take ownership of your work but thrive in a team that shares knowledge, ideas, and wins. You look for ways to contribute beyond the ticket queue
• Reliable & Adaptable: You stay calm under pressure and adjust easily when things shift. You’re someone your team and your customers can count on
  
  

Requirements

• Must be based on the West Coast (U.S.) and available to work Monday–Friday, 7:00 am – 4:00 pm Pacific Time
• Prior experience in a customer-facing support role — such as Customer Support, Client Services — ideally in a SaaS or software environment
• Strong communication skills, both written and verbal, with a knack for explaining technical concepts in a clear and friendly way
• Comfort working across multiple channels (email, chat, phone, video) and managing multiple tasks in a fast-paced environment
  
  

Bonus Points (Nice to Have, Not Required):

• Experience working in a start-up or high-growth environment
• Exposure to or curiosity about basic HTML, CSS, or tools that use APIs or SQL — but no coding experience is expected
  
  

Benefits:

• Competitive pay and stock options
• Comprehensive health benefits package- 100% of premiums paid for health, dental, vision, life, and disability.
• 50% of Dependents’ premiums.
• 401k with employer match
• Health Spending Accounts with company contribution
• Observed holidays, generous PTO
• Generous Parental Leave plan
• Frequent team events and perks with a culture of collaboration, fun, and mutual support.
  
  

Disclaimer: vcita is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, faith, gender, gender identity or expression, sex, sexual orientation or stereotyping, national origin, genetics, age, ancestry, ethnicity, medical condition, pregnancy, marital status, partnership status, family or parental status, physical or mental disability military or veteran status, citizenship status, or any other status protected by applicable law.

vcita is an E-verify employer.