SaaS Customer Support

About us

Omni HR is a VC-backed SaaS startup in Singapore.

We free HR teams from administrative cycles by automating the entire employee lifecycle – from recruitment and onboarding to employee engagement and payroll – allowing them to focus on strategic work that drives business growth.

Founded in 2021 and backed by leading HR tech investors, Omni powers Asia's fastest-growing companies with our customizable HR tools.

What we are looking for

We are seeking a SaaS Customer Support to deliver exceptional support to our clients, ensuring their success and satisfaction with Omni HR's platform. In this role, you will be the first point of contact for customers, providing timely assistance, troubleshooting issues, and guiding clients in making the most of our HR solutions. You will also gather feedback to help improve our products and services and work closely with internal teams to ensure a seamless client experience.

The ideal candidate has a passion for customer service, excellent problem-solving skills, and the ability to communicate effectively with clients of all backgrounds. This role is perfect for someone who thrives in a dynamic, fast-paced environment and is committed to helping customers succeed.

Responsibilities

• Serve as the primary point of contact for customer inquiries, providing timely and helpful responses
• Resolve customer issues by troubleshooting and guiding them through Omni's HR tools
• Proactively engage with clients to understand their needs and offer solutions that enhance their experience
• Track and manage customer issues, ensuring prompt follow-up and resolution
• Collaborate with internal teams to escalate and resolve complex issues
• Gather and document client feedback, helping to inform product improvements
• Educate clients on new features and updates to help them get the most out of our platform

Requirements

• 3+ years of experience in a customer support or client-facing role, preferably within a SaaS or tech environment
• Excellent communication and interpersonal skills, with a customer-first mindset
• Strong problem-solving abilities and attention to detail
• Ability to manage multiple client cases in a fast-paced, high-growth environment
• Familiarity with support software (e.g., Zendesk, Intercom) and CRM tools is a plus
• A proactive and empathetic approach to customer care, with a desire to make a positive impact on clients experience