This Role is Key to Any SaaS Company’s Success—And It’s Not a Developer or Data Analyst

When you think of the key players in a SaaS company, developers and data analysts usually come to mind. They’re the ones building the product, crunching the data, and pushing the boundaries of what’s possible. But there’s another team that’s just as crucial to your success—yet often overlooked: customer support.

According to a 2024 Zendesk report, over 70% of customers will jump ship after multiple poor support experiences. That’s a staggering number, but it highlights a simple truth: No matter how brilliant your software is, customer support keeps your customers around.

Customer Support: The Unsung Hero of SaaS

In SaaS, customer support is your frontline defense against churn and the cornerstone of customer loyalty. Harvard Business Review notes that acquiring a new customer costs five times more than retaining an existing one. Investing in top-tier support isn’t just good practice; it’s a growth strategy.

The Anatomy of a Rockstar SaaS Support Rep

So, what makes a great SaaS customer support rep? Here’s the breakdown:

1. Problem-Solving Wizards

Imagine a customer who’s struggling to integrate your software with their existing systems. A good support rep doesn’t just follow a script—they dig deep, ask the right questions, and find a solution that works. It’s not about experience alone; it’s about critical thinking and the ability to adapt on the fly.

Example: Consider a customer support rep at a company like Intercom, where communication tools are integrated into various platforms. The best reps there can troubleshoot not just the software but the entire communication ecosystem.

2. Soft Skills Superstars

Empathy isn’t just a buzzword—it’s the difference between a satisfied customer and a lost one. A rep who listens, understands, and responds with patience can turn a frustrating experience into a win for your brand.

Example: Look at Airbnb’s support team, where empathy is a core value. Their reps are trained to handle complex customer situations with care, turning potentially negative interactions into positive, trust-building experiences.

3. Lifelong Learners

The tech landscape is constantly changing, and your support team needs to be too. Look for reps who are always curious and learning. These reps will stay ahead of the curve and bring fresh insights to your customers.

Example: Consider a rep at HubSpot who not only masters the current CRM tools but is also eager to dive into the latest marketing trends and software updates. Their passion for learning makes them invaluable.

4. Communication Champs

Clear, effective communication is everything. A great support rep breaks down complex issues into simple terms, making customers feel confident and informed.

Example: At Buffer, clear and friendly communication is a cornerstone of their support strategy. Their reps are trained to convey solutions in a way that’s both informative and reassuring.

5. Customer-First Mentality

Your support team should consist of people who genuinely care about helping customers succeed. They see every interaction as an opportunity to reinforce the value of your product.

Example: Apple’s support is famous for a reason—they hire people who live and breathe customer success. A similar mindset in SaaS can lead to a fiercely loyal customer base.

What to Look for on Resumes—and Beyond

Forget the bachelor’s degree requirement. What you really need are people with the right skills, mindset, and experience, as outlined above. Certifications like the Client Service Specialist Certification (CCSS) and HDI Customer Service Representative (HDI-CSR) can be strong indicators of a candidate’s ability to excel in a SaaS environment.

But don’t stop there. Be open to candidates from other industries where top-notch customer service is key. Consider candidates from sectors like healthcare, telecommunications, or finance. These professionals often bring a high level of technical knowledge and experience in handling complex, high-stakes situations.

Example: A former telecommunications engineer accustomed to troubleshooting critical network issues can bring a deep problem-solving mindset and technical expertise to your SaaS support team—qualities that are invaluable when resolving intricate customer issues.

(Click here for an example of a skills-first job description for a customer service agent)

Wrapping It Up: Turning Support into a Strategic Advantage

The best SaaS companies understand that customer support isn’t just about troubleshooting—it’s about building relationships, fostering loyalty, and driving growth. By investing in the right talent, you’re not just filling seats; you’re creating a team that can turn every customer interaction into a competitive advantage.

Here’s the bottom line: Developers build your product, but it’s your support team that builds your brand. In an industry where customer retention is everything, that’s a role you can’t afford to overlook.