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Product Support Specialist (SaaS) – Remote APAC | Award Force & Good Grants

Creative Force · Anywhere in the World · posted 7 months ago

Product Support Specialist (SaaS) – Remote APAC | Award Force & Good Grants at Creative Force — remote job on CafeRemote
Customer Support SAAS Full-time Worldwide
Creative Force develops industry-leading cloud software solutions designed for organizers of awards, grants, scholarships, and pitch competitions. Since launching in Australia in 2013, the company has expanded globally and now supports clients across Asia Pacific, Europe, North and South America, and the Middle East.

With a distributed team operating across 43 cities in 25 countries, Creative Force embraces remote work and leverages modern collaboration tools to stay connected across time zones.

The company promotes diversity, ethical workplace practices, sustainability initiatives, and a culture of continuous improvement.

Creative Force is seeking a technically confident and client-focused SaaS Product Support Specialist to support its rapidly expanding APAC customer base.

This is not a basic plug-and-play software role. The platform has depth and complexity, so the ideal candidate must be comfortable navigating technical environments while also building strong client relationships.

You will work across two SaaS platforms: Award Force and Good Grants. Daily communication will involve clients and colleagues across multiple countries, cultures, and time zones.

Key Responsibilities

Product Support & Client Success

  • Serve as the first point of contact for inbound support via email, ticketing system, phone, and live chat

  • Conduct 1-on-1 Zoom sessions to resolve technical issues and guide clients

  • Maintain strong first-response time standards

  • Provide technically accurate, well-tested solutions

  • Assist clients with onboarding, best practices, and product adoption

  • Identify recurring issues and provide structured feedback to the product team

  • Collaborate with engineering teams to test and report bugs

Client Relationship Management

  • Respond quickly and professionally

  • Take full ownership of client issues until resolution

  • Build long-term, trust-based client relationships

  • Handle sales-related inquiries and upselling opportunities where appropriate

Required Qualifications

  • Must be located within UTC +8 to UTC +11 timezone (Non-negotiable)

  • Minimum 2 years of experience in SaaS support or client-facing roles

  • Native-level English fluency (Bilingual preferred)

  • Strong understanding of technical concepts including HTML, CSS, JavaScript, APIs, integrations, developer console, staging vs production environments, GitHub repositories, and database queries

You don’t need to write code, but you must understand how systems work.

Ideal Candidate Profile

  • Excellent written and verbal communication skills

  • Comfortable handling 4–5 Zoom calls daily

  • Strong problem-solving ability

  • Detail-oriented and process-driven

  • Self-motivated and organized

  • Comfortable working in async remote environments

  • Equipped with reliable high-speed internet and a distraction-free workspace

Why Join Creative Force?

  • Fully remote global team

  • High-growth SaaS company

  • Startup mindset with minimal bureaucracy

  • Opportunity to influence product improvements

  • Collaborative and inclusive culture

If you're a technically capable SaaS professional who thrives in remote environments and enjoys solving complex client challenges, this role offers strong growth potential within a globally expanding company. 

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