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At Sana Labs, we are the global leaders in applying AI to revolutionize corporate learning. Our innovative platform, Sana, transforms learning experiences from ad-hoc and unengaging to continuous, delightful, and personalized. We proudly serve leading Fortune 500 and 2000 companies, making a tangible impact on their learning and development initiatives.

Why We Need You

We are looking for a customer support rep who will play a key role in helping our customers get a great experience using Sana. This includes answering email and online chat tickets from customers who wonder how to do certain things in the platform, helping guide them, and solving issues they may have or reporting bugs. It will be your job to ensure customers who contact customer support get a world-class experience: proactive, professional, responsive, and effective. You will work closely with Sana experts who will help train you on mastering the Sana platform. You are expected to become a self-dependent customer support star.

Positions Available

5x Customer Support - shift work to cover 24/7

Key Responsibilities

1st line support for all users of the Sana platform, both normal users and administrators
Monitoring the support queue for new tickets
Independently answering a wide variety of product-related questions in a friendly, approachable manner
Maintaining high customer satisfaction scores and proactively seeking feedback to improve support quality
Internal stakeholder communication: escalating bugs and more complex problems to the Sana in-house team, while maintaining customer confidence

About You

Clear, concise, empathetic communication and expectation management
Written English at a very high level (native?level clarity and tone)
Navigating a modern SaaS environment and quickly learning new product functionality
Comfort with digital products and SaaS environments, basic API concepts (RESTful APIs, webhooks, JSON), Slack, and ticketing systems, and familiarity with troubleshooting tools (browser dev tools, logs, debugging approaches)

Must-Haves

2+ years experience in customer/technical support (SaaS or AI products preferred)
Native?level English, especially in written communication
Queue/ticket management experience
Experience troubleshooting product workflows, configurations, and behaviors (beyond password resets or basic account issues); comfort investigating and documenting technical issues
A customer-first, service mindset, maintaining a positive, patient demeanor even when handling frustrated customers
Strong critical and creative thinking skills
A growth mindset and coaching attitude
Willingness to learn and work across a wide variety of subjects and use cases
Ability to meet deadlines and iterate quickly on feedback
Experience working with external customers or partners (not only internal users of an internal system)
Experience with a SaaS platform and remote work tools (e.g. Slack, Google Drive, Teams)
Hands?on use of at least one project management tool (Jira, Asana, Trello, Monday.com, Notion, etc.) to track tasks and share updates
High autonomy: self?directed, async?first, and comfortable with fast?changing priorities

Nice-to-Haves

Interest in Learning & Development, customer education, or enablement
Experience with AI tools (ChatGPT, Claude, other generative AI) or exposure to AI-powered platforms
Experience with LMS/LXP or other learning platforms
Experience working with international/multinational customers or in a global company with cross-timezone collaboration

KPI

median response time to a message in chat: 6 minutes and below
monthly CSAT: 4+ out of 5
accurate, professional responses - thoroughly proofread, consistent, complete

Screening Questions

Please briefly describe your experience in: Task management (agendas, notes, follow?ups), Troubleshooting with clients (including tools used, e.g. help desks), Managing Response Tickets
Describe a time when you had to troubleshoot a technical issue with a customer (e.g., a workflow not working as expected, configuration problem, or integration issue). Walk us through your approach: how did you diagnose the problem, and what tools or resources did you use?
Imagine this scenario: A customer is frustrated because the product isn't returning expected results, and they feel support is responding too slowly. How would you handle this professionally and regain their confidence?
You have escalated a question to the internal product team, and will not be able to resolve the customer ticket immediately. How do you handle the situation?
What experience do you have working with SaaS platforms and in remote?first environments? Please mention the tools you’ve used regularly (e.g. Slack, Google Drive, Teams, project management tools) and give a brief example of working with high autonomy in a fast?paced setting.
What is your notice period? Can it be shortened?
What experience do you have working with CS tickets? Describe how you ensured timely and quality responses

When answering these questions, please include concrete examples and, where possible, simple metrics or outcomes.