Product Support Specialist SaaS Technical Night Shift - 54147397437

Senior Customer Success Analyst (Night Shift)

Location: Remote (Philippines, Latin America, or South Africa)
Compensation: (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

• Philippines: $1,100 to $1,800 USD per month
• South Africa: $1,500 to $2,000 USD per month
• Latin America: $1,700 to $2,500 USD per month

Industry: AI / B2B SaaS
Schedule: Full-time, 40 hours per week
Shift Coverage: Night Shift, 5:00 PM to 3:00 AM ET

  About the Company

Our client is a fast-growing AI-powered technology company serving U.S.-based customers. The company operates in a fast-paced startup environment where customer trust, speed, and execution are critical. The team is building foundational customer success operations and values ownership-driven contributors.

Role Overview

This Senior Customer Success Analyst role covers night shift support for U.S.-based customers and plays a critical role in maintaining continuity, responsiveness, and quality during off-hours. You will own customer interactions end-to-end and ensure nothing falls through the cracks while the broader team is offline.

This role requires independence, strong judgment, and the ability to manage high volumes of requests with minimal oversight.

Key Responsibilities

• Act as the primary front-line contact for customers during night shift hours, handling questions, requests, and issues in real time.
   
• Own customer requests from first touch through resolution, ensuring accuracy, documentation, and follow-through.
   
• Manage multiple concurrent customer interactions while maintaining clarity, responsiveness, and precision.
   
• Build deep product expertise and guide customers on effective usage and best practices.
   
• Proactively help customers become more self-sufficient through education and clear guidance.
   
• Identify recurring issues and patterns during off-hours and surface insights to product and engineering teams.
   
• Operate with strong ownership and autonomy in a fast-moving startup environment.
   
• Expand scope and responsibility as the customer base and support function scale.
   

Hard Skills

• 3+ years of experience in a client-facing role at a U.S.-based technology company.
   
• Native or near-native English fluency with strong spoken communication skills.
   
• Strong ability to learn new products quickly and explain them clearly to customers.
   

Soft Skills

• Extremely high attention to detail and reliability during independent working hours.
   
• Strong sense of ownership and accountability for customer outcomes.
   
• Comfort working in ambiguity and making decisions independently.
   
• Resilience and consistency in night shift environments.
   

About the Candidate

You are comfortable working U.S. night hours and enjoy being the trusted point person when others are offline. You are reliable, detail-oriented, and proactive, with a strong sense of responsibility for customer outcomes. You are excited to grow with a founding-stage team where your impact is visible.

Why This Role Matters

Night shift coverage ensures customers receive the same high-quality experience regardless of time zone. This role protects continuity, responsiveness, and trust while enabling the company to scale globally without sacrificing service quality.