Customer Solutions Specialist – Enterprise SaaS Support, Platform Advocacy & Partnership Enablement

--- Welcome to Skillvoraq – Where Innovation Meets Customer Success At Nexpatha we live by a simple mantra: people first, technology second, outcomes always. As the world’s most advanced partnership management platform, we empower the largest global brands to automate, scale, and optimise every type of partnership—from traditional affiliate rewards to influencer collaborations, B2B relationships, and beyond. Our cutting‑edge SaaS solution delivers real‑world impact, helping businesses accelerate revenue growth while delighting their end‑customers. Our culture is built on an entrepreneurial spirit, relentless curiosity, and an unwavering belief that every employee’s voice matters. Whether you’re brainstorming in a virtual coffee chat or presenting a bold product idea to senior leadership, you’ll find a supportive environment that recognises ambition, rewards initiative, and celebrates diverse perspectives. Why Choose Worknovaq? Industry Leadership: Join the team behind the platform that powers partnership ecosystems for world‑renowned brands such as Hirecrafto , Tasknexa , Gigflowx , Talensparkx , and Flexzenith . Global Impact: Your work will directly influence the revenue streams of enterprises spanning retail, transportation, e‑commerce, technology, beauty, and sports entertainment. Growth Mindset: Continuous learning is woven into our DNA – from free Coursera subscriptions to specialised partnership‑industry certifications. Flexibility & Well‑Being: Competitive remote‑work policy, mental‑health benefits, fitness reimbursements, and a technology stipend keep you balanced and equipped. Role Overview – What You’ll Do as a Customer Solutions Specialist As a Customer Solutions Specialist at Jobmatrixo , you will be the trusted advocate for our enterprise clients, guiding them through the full lifecycle of the platform—from onboarding to daily optimisation. You’ll work across chat, ticketing, and collaborative tools to ensure every interaction adds measurable value to our customers’ businesses. Key Responsibilities Deliver high‑touch, enterprise‑level product support via live chat, email, and ticketing systems, empowering customers to extract maximum value from the Remotifyx platform. Own the end‑to‑end case management process: capture, prioritise, troubleshoot, resolve, and follow‑up on every support request with professionalism and speed. Author and maintain internal & external knowledge‑base articles, tutorials, and best‑practice guides that reduce friction and promote self‑service adoption. Diagnose technical issues spanning APIs, FTP integrations, HTML/CSS customisations, and affiliate‑marketing workflows, collaborating with engineering when deeper investigation is required. Become a subject‑matter expert on the Skillastra suite, identifying recurring pain points and feeding actionable product improvement ideas to cross‑functional teams. Participate in quarterly business reviews with strategic accounts, presenting insights, usage analytics, and optimisation recommendations. Support weekend and holiday shift rotations to ensure global coverage for customers across time zones. Essential Qualifications Bachelor’s degree (or equivalent experience) in a relevant field such as Business, Computer Science, Communications, or Marketing. Fluent English communication skills – both written and verbal – with the ability to translate complex technical concepts into clear, customer‑friendly language. 2‑4+ years of experience in a customer‑facing technical support role, preferably within a SaaS environment or digital‑marketing technology stack. Demonstrated ability to manage multiple priorities, meet SLA targets, and maintain meticulous documentation under pressure. Strong analytical mindset and problem‑solving acumen; comfortable using data to diagnose issues and recommend solutions. Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with ticketing platforms (e.g., Zendesk, Freshdesk). Customer‑centric attitude with a genuine desire to advocate for client needs and champion exceptional service experiences. Preferred Skills & Experience Hands‑on exposure to APIs, FTP protocols, and front‑end technologies such as HTML, CSS, or JavaScript. Background in affiliate marketing, partnership programmes, or performance‑based advertising. Experience working in a fast‑growing SaaS startup, including familiarity with agile development cycles and product‑feedback loops. Certification in partnership or affiliate‑industry fundamentals (e.g., Affiliate & Partnerships Industry Fundamentals Certification ). Track record of exceeding performance metrics such as First‑Contact Resolution, Customer Satisfaction (CSAT), or Net Promoter Score (NPS). Core Competencies for Success Communication Excellence: Ability to convey technical information with empathy, clarity, and confidence. Collaboration: Works seamlessly with engineering, product, sales, and marketing teams to drive holistic solutions. Adaptability: Thriv