Customer Support Specialist

This role is part of our DAKboard team, one of our growing brands at saas.group.

DAKboard is a fast-growing smart display platform that transforms any screen into a personalized dashboard. From syncing calendars, to showcasing family photos, to displaying weather, to-dos, news, and traffic, DAKboard is where the digital world comes together in one simple, elegant view. Tens of thousands of households, offices, and small businesses already use DAKboard every day for everything from family command centers to lobby welcome boards and conference room schedules. With its intuitive drag-and-drop customization and ever-expanding set of integrations, DAKboard has built a passionate user community — and is just getting started.

Profile Overview

We are looking for a Customer Support Specialist  to join our small, high-impact team. You will be the second dedicated support pillar for the brand, working closely with our Support Lead and our Managing Director.

Your mission is to bridge the gap between our users and our engineering team. This role is a unique opportunity to own the support experience for a product that has a genuine social impact on families and schools, helping them stay organized through complex technical integrations. You will have a direct hand in our next major product phase: simplifying the user experience while maintaining our signature customization.

Your immediate impact in the first 3-6 months will be:

• Establish Stable Coverage: Provide consistent support during your regional hours, ensuring a mandatory 4-hour overlap (8am-4pm) with our US- East based team for seamless handovers and collaboration.
• Master the Ecosystem: Become proficient in troubleshooting our 93+ integrations and various display setups, translating complex user issues into actionable bug reports for developers.
• Knowledge Base Contribution: Refine and update existing knowledge base articles and internal documentation to improve self-service for our growing user base.

Your responsibilities

• End-to-End Resolution: Independently diagnose and resolve moderate to complex customer requests, applying creative solutions to recurring issues.
• Technical Liaison: Act as a bridge to the engineering team by using technical language to effectively communicate bugs and product friction points.
• Content Creation: Produce clear feature documentation, FAQs, and useful how-to resources (videos/GIFs) to empower our users.
• Process Improvement: Identify documentation gaps and implement small-scale process improvements to enhance the overall efficiency of the support function.
• Customer Advocacy: Regularly share customer feedback and trends with the product team to influence the "simplification" phase of the DAKboard roadmap

What You bring to the table

• Experience: 3–5 years of experience in Customer Support.
• Technical Curiosity: A genuine passion for technology. You enjoy exploring new apps, integrations, and hardware, and you have a natural ability to navigate technical language and concepts (API, Troubleshooting, Integrations)
• Communication: Proficiency in explaining moderate technical concepts effectively while demonstrating high empathy in customer interactions.
• Problem-Solving: Proven analytical skills to diagnose common issues independently and develop workarounds when necessary.
• Adaptability: A self-starter mindset comfortable working in a small, remote, and fast-paced team.

What’s in it for You

• Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like.
• Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of flexibility to solve problems in your own way — with plenty of help from the team when you need it.
• Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable.
• Small & friendly team: We help each other out, have fun, and joke around.
• Our network: We are a community of entrepreneurial SaaS professionals that regularly exchange ideas, knowledge, learning and expertise with each other internally. 

Dakboard is part of saas.group and we have a shared goal of succeeding together.

What is saas.group?

Think of us as the driving catalyst behind your favorite software success stories. saas.group, established in 2017, is on a mission to turbocharge promising B2B SaaS ventures, unlocking their full potential. As a Software-as-a-Service portfolio powerhouse, we specialize in acquiring small software treasures and polishing them into industry stars. With a dynamic, fully remote team of nearly 380+ colleagues spanning 50+ countries we are truly global and we are rewriting the playbook on SaaS innovation and collaboration. We grow 25 exciting brands under our umbrella. Feel free to explore our Candidate's Hub to get an insider's view, dive into our culture, gain valuable insights into our teams and how we work.

Also, don’t forget to follow saas.group on LinkedIn to stay up-to-date on our job openings, podcast episodes, and with all things happening at our company.

We don’t just simply offer you to “take a job with us” but rather to “join us on this journey” to build the world's largest platform of independent SaaS companies. 

Sounds like something you’re up for? Feel free to apply even if you don’t check all these boxes. We believe in the power of diversity and fresh perspectives to spice up our team. Your application might just be the missing ingredient!