I’m looking for a reliable customer-service specialist to take full ownership of our email support queue for a small but rapidly growing SaaS product. Your day-to-day focus will be answering user questions, troubleshooting common setup or usage issues, and recording any bugs or feature requests you spot. Here’s what I need from you: • Timely, friendly, and grammatically solid replies within one business day (our users are mostly English-speaking). • Confident use of a ticketing tool such as Zendesk, Freshdesk, Help Scout, or a comparable platform. • Clear escalation notes for anything you can’t solve so our developers see a concise summary and reproduction steps. • A short weekly report highlighting recurring problems, FAQ candidates, and opportunities to improve our onboarding. You’ll start with a detailed product walkthrough, access to our knowledge base, and direct contact with the dev lead for edge-case questions. Expect roughly 10–20 tickets per day at first; volume may rise as we scale, with matching increases in hours and compensation. If you have prior software or SaaS support experience, mention the products you handled. Sending two sample replies to imaginary user questions helps me understand your tone and approach. I value initiative, clear writing, and a genuine desire to help people succeed with technology—let’s keep our users delighted together.