Welcome to MVSI!
Meet MVSI, Managed Verification Services International.
We are a vibrant, global team of 50 professionals, operating across more than 12 countries with offices in Australia, Malaysia, the USA, and the Philippines. Our cutting-edge SaaS platform empowers banks, fintechs, and crypto services worldwide to streamline their AML/KYC Compliance processes.
At MVSI, we prioritize collaboration, career development, and fostering a supportive culture. Join us and experience the difference of working with a company that genuinely values its people.
Your Role: Fintech SaaS Support Specialist - Customer-Facing
Are you passionate about delivering exceptional customer service in a fast-paced and innovative environment? We’re seeking a Fintech SaaS Support Specialist to join our team and help clients maximize the value of our highly configurable platform.
This isn’t your typical support role—it’s an opportunity to collaborate with cross-functional teams, deliver tailored solutions, and shape the customer experience for a world-class fintech SaaS product.
If you enjoy solving complex problems, working closely with customers, and contributing to continuous product improvement, this is the role for you!
This is a fully ’work from home’ role.
Key Responsibilities
*Provide customer-centric support for our SaaS product, ensuring a smooth and positive user experience.
*Troubleshoot and resolve application-related issues in collaboration with our global technical team.
*Utilize the Freshdesk platform to manage support tickets, ensuring timely responses and resolution in accordance with SLAs.
*Translate technical issues into actionable feedback for the product development team.
*Maintain and update user documentation, FAQs, and guides to empower customers.
*Monitor and respond to customer inquiries, logging feedback to drive continuous improvement.
*Assist in replicating user environments to diagnose and resolve complex software issues.
What We’re Looking For
We’re not looking for generic help desk experience. The ideal candidate will bring:
*A background in customer service, particularly in roles focused on solving problems and guiding users (experience in SaaS support is a plus).
*Experience using a support desk platform like Freshdesk or similar systems (preferred but not essential).
*A strong interest in technology and software troubleshooting (training will be provided).
*Excellent communication and interpersonal skills to ensure a professional and empathetic customer experience.
*An adaptable and proactive mindset suited to a fast-paced fintech environment.
*Previous experience in SaaS support or application troubleshooting is preferred but not essential—a willingness to learn and grow is what matters most.
Why Join MVSI?
We’re committed to your growth and success. Here’s what you can expect:
*Career advancement opportunities into delivery, development, or product management roles.
*Management pathways for high-performing individuals.
*Quarterly performance bonuses to recognize and reward your efforts.
*A supportive culture with exceptional career growth prospects.
*Opportunity for continual knowledge growth through online learning platforms
Next Steps
Are you ready to bring your customer service expertise to a dynamic SaaS company? If so, we’d love to hear from you! Please submit your CV and answer a few quick questions to get started:
Employer Questions:
*Do you have customer service experience?
*How many years of experience do you have supporting web-based SaaS products or applications (if any)?
*Have you worked with support desk platforms like Freshdesk or similar tools?