Customer Support & Implementaion Specialist - SaaS / POS System

Customer Support & Implementation Specialist — SaaS / POS Systems

About the Role

Bubblepay is looking for a customer-focused Customer Support & Implementation Specialist to join our remote support and operations team.

This is a client-facing support and implementation role, not a software development or coding role. You will work directly with business customers, store owners, store staff, and sometimes end customers to help them use the SMRT platform effectively.

Your work will include onboarding new clients, configuring the system, taking support calls, responding to tickets and chats, troubleshooting software, device, connectivity, payment, and operational issues, and helping maintain smooth day-to-day system uptime for our customers.

The ideal candidate is someone who enjoys solving customer problems, communicating clearly with non-technical users, staying calm during urgent issues, and taking ownership until the issue is resolved.

What This Role is.

This role is primarily about:

Customer support over calls, chat, email, and ticketing systems

Helping business owners and store teams resolve day-to-day software issues

Supporting new client onboarding and go-live activities

Troubleshooting POS, payment, device, connectivity, and software configuration issues

Coordinating with internal product and engineering teams when deeper investigation is needed

Monitoring issues, following up with customers, and ensuring timely resolution

Escalating bugs and complex technical issues with clear documentation

Escalating bugs and complex technical issues with clear documentation

What This Role Is Not.

This is not a software developer role.

You will not be expected to write production code, build new software features, or work as a backend/frontend engineer.

Candidates looking primarily for coding, software development, DevOps, or data engineering roles may not be the right fit for this position.

Qualification

Bachelor's or Equivalent Degree

YOU MUST BE PROFICIENT IN SPEAKING ENGLISH

Requirements

Prior experience in customer-facing technical support, SaaS support, software implementation, IT support, POS support, or application support

Comfortable taking customer calls and explaining technical issues to non-technical users

Strong troubleshooting and problem-solving skills

Ability to investigate issues patiently and follow them through to resolution

Good understanding of SaaS platforms, web applications, connectivity, user accounts, devices, and basic networking concepts

Experience using ticketing, chat, or support tools such as Zendesk, Intercom, Freshdesk, Jira, or similar platforms

Strong written and verbal communication skills

Ability to work independently in a remote environment

Ability to manage multiple customer issues and prioritize urgent matters

Willingness to work flexible hours or assigned shifts based on team and customer support requirements

Work Environment

Fully remote role based in India

Full-time contract position

Customer-facing and support-oriented role

Working hours will be flexible and assigned based on the team, customer coverage, and operational support needs

May require evening, late evening, or weekend coverage depending on business requirements

Requires a quiet work environment, a reliable internet connection, and comfortable handling customer calls remotely

Salary Range: ₹9,00,000 to ₹12,00,000 per annum.

Employment Type: Full-time, Contract.

Location: Fully Remote.

Company Description

SMRT Systems is a cloud-based business management platform built specifically for dry cleaners, combining industry expertise with modern SaaS technology. SMRT helps businesses improve efficiency, reduce labor costs, and streamline daily operations through tools for point of sale, payments, automation, reporting, customer communication, route management, and digital marketing.

SMRT also offers Bubblepay, a cashless payment and automation platform for laundromats. BubblePay helps laundromat owners connect machines, kiosks, mobile payments, customer apps, and owner management tools into one simple system, enabling easier payments, remote operations, customer loyalty, and business growth.

With locations in North Carolina, California, Sweden, and Australia, SMRT supports dry-cleaning and laundry businesses around the world. The team is focused on helping customers modernize operations, improve service quality, and run more efficient businesses.