Senior Customer Support Specialist
About the role
Zeya Health is seeking a Senior Customer Support Specialist to lead the day-to-day support queue and serve as the senior voice for customers. The role involves managing incoming client requests, troubleshooting technical issues, leading urgent incident responses, and communicating clearly with clients. The specialist will also own a portfolio of client accounts, run product demos and onboarding, manage routine configurations, support renewals, and mentor newer team members. Candidates should have at least 3 years of customer support experience, strong troubleshooting skills, excellent written English, and comfort with support tools. The position is based in Colombo, Sri Lanka, and offers the opportunity to shape customer support at a fast-growing healthtech company.
Must have
- At least 3 years of experience in customer support, ideally technical customer support for a software product.
- Experience supporting overseas clients across different countries, time zones and cultures.
- Strong troubleshooting skills: you can dig into logs, dashboards and integrations to find what went wrong, then explain it simply.
- Excellent written English. You write short, clear, calm messages, especially when things go wrong.
- Comfort working with tools such as ticketing systems, CRMs and team chat.
- Sound judgement on priority and urgency, and the confidence to escalate early.
- A strong sense of ownership: you follow every issue through to a verified fix.
Nice to have
- B2B customer support experience, especially supporting business users rather than consumers.
- Experience in healthcare, healthtech or another regulated industry.
- Experience with SaaS products that integrate with other systems, such as APIs, webhooks or EMRs.
- Familiarity with messaging platforms such as WhatsApp Business.
- Experience running product demos or onboarding new clients.
- Experience mentoring other support team members or improving support processes.
Technologies
- CRM
- SaaS
- Webhooks
Highlights
Competitive salaries are pegged to the dollar. The role is based in Colombo, Sri Lanka. The company offers direct work with the leadership team and influence on product and process evolution.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka