Are you a customer-focused problem solver eager to provide exceptional support in the SaaS world? Join our team as a Customer Support Consultant and play a key role in helping businesses optimize their workflows, troubleshoot issues, and maximize their experience with Katana. If you're passionate about delivering top-tier support in a dynamic, fast-paced environment, we’d love to hear from you! Apply today and help shape the future of customer experience at Katana. 🚀

Who we are

We believe the future is a tech stack of integrated best-of-breed SaaS products, with Katana at the center.

Since 2017, we've given businesses worldwide a live look at their inventory, uniting all the processes and tools they use with intuitive and easy-to-use cloud inventory software. Our customers range from mom-and-pop shops to multi-million-dollar businesses. To date, we raised over $51 million in funding from VC firms and angel investors who, like us, believe the inventory software space needs more love.

Besides great user experience and top-tier customer support, Katana is also industry-agnostic and scalable. The companies that grow with Katana come from almost any industry you can think of, and our software is designed to plug and play with any existing system of tools manufacturers use.

Who we’re looking for

We are looking for a Customer Support Consultant who is proactive, detail-oriented, and passionate about providing an exceptional customer experience. The ideal candidate is skilled in troubleshooting, confident in handling customer inquiries, and able to work cross-functionally with different teams to ensure a seamless user experience. They should be mid-level professionals with a strong understanding of SaaS products, great communication skills, and the ability to multitask in high-pressure environments.

Your typical week would include:

• Responding to customer inquiries via chat and video in a timely and accurate manner, ensuring customer issues are resolved effectively.
• Building trust with customers by providing workflow suggestions and exploring app solutions that enhance their experience with Katana.
• Collaborating with Product, Marketing, and Engineering teams to provide feedback, report technical issues, and log feature requests for continuous improvement.
• Identifying technical issues and working closely with engineering teams to ensure they are resolved efficiently.
• Working cross-functionally with Sales, Onboarding, Partnerships, and Customer Success teams to optimize internal support workflows.
• Tracking and improving key customer support metrics, including first response time, CSAT (Customer Satisfaction Score), and median time to close inquiries.

You’re the perfect fit if you

• Have mid-level expertise in customer support with a strong understanding of SaaS products.
• Are a subject matter expert with strong troubleshooting and diagnostic skills.
• Can prioritize and multitask effectively in high-pressure situations.
• Are confident in proposing and implementing solutions while ensuring their quality.
• Have excellent communication skills and can work collaboratively across multiple teams.
• Are customer-focused, with an empathetic approach to problem-solving.
• Thrive in a fast-paced environment and have a growth mindset, always eager to learn and improve processes.

What we offer

• Opportunity to have a real impact at a global growth company and the chance to drive change in the inventory products space
• Opportunity to work with an enthusiastic and talented global team
• A competitive salary and employee stock option program (we want everybody to feel engaged and share the fruits of our collective effort)
• Flexible and remote working options (we’re a results-driven team)
• A team vibe to keep you smiling even on the rainiest days
• Health & wellness package of your choice

Remote status

Fully Remote