Senior Account Support Specialist (Enterprise)
Location: Belgrade-Based (Fully Remote / Optional 2-3 days in office future) Hours: 12:00 PM – 8:00 PM CET (to cover our US-based clients) Full-time | SaaS | B2B | Medical Education
The Opportunity
You are a Senior Account Support Specialist with at least two years of experience and are ready to grow into the next-level role with a lean, growing team.
Evermed is a global software company that has reached product-market fit and is now scaling. This is a chance to step away from "ticket-factory" environments and take on a role with significant autonomy where you can help professionalize our support infrastructure for enterprise clients.
We are looking for the top 10% of talent in the market and are prepared to compensate accordingly.
Who You Are
You are a high-accountability support specialist who takes pride in precision, ownership, and clear communication. You don’t just respond to tickets—you own outcomes and client trust end to end.
Who We Are
Evermed is a B2B SaaS company serving world-class medical associations, such as the American College of Cardiology, with a Netflix-style video education platform.
We have reached product-market fit and are at a stage where we are small enough for everyone to have autonomy and creative impact, but large enough to offer stability and scale without the chaos.
This Is For You If:
- You are an Enterprise Operator: You can manage support for 20+ Enterprise clients ($50K+ ACV) with poise and precision.
- You are Highly Accountable: You don’t need to be reminded to do things. You are well-organized, reliable, and always deliver on your commitments on time.
- You are a Self-Starter: You first try to find solutions on your own before asking others for help. You check existing documentation and past conversations first because you deeply dislike duplicating effort.
- You Value Professionalism in Detail: You have a sharp eye for detail and notice the "small things" that others miss, from inconsistent font sizes to grammar and punctuation errors. You believe the quality of your response is a reflection of respect for the client.
- You Value Autonomy and Discipline: You enjoy the autonomy of a startup but bring the discipline and standards of a structured enterprise environment.
- You Understand the Importance of Documentation: You value the need of documenting and tracking support actions in project management software as a way of having 100% clarity that every task will get delivered to the client.
This Is NOT For You If:
- You rely on impulsive or unverified AI usage: We value precise, validated, clear communication, with AI being used for efficiency, not as a lazy shortcut.
- You ask for answers before searching: If you regularly ask for information that is already in the documentation or has been provided in the past, this isn't the right fit.
- You think a "Closed Ticket" equals a "Solved Problem": We look for people who solve the root cause, not just the symptom.
- Your communication is verbose or confusing: We value clarity, brevity, and precision.
What You’ll Own (Key Outcomes)
- Enterprise Account Support: Independently manage support for a portfolio of enterprise clients (20+ accounts over time with $50k+ average annual contract value), ensuring timely, high quality responses.
- Communication Excellence: Maintain a standard of "no-guess" communication. Every response is clear, specific, precise, perfectly formatted, grammatically correct, and emotionally intelligent.
- Support Triage & Expectation Management: Own the first 4 hours of every inbound request. Quickly triage issues, determine whether they can be resolved directly by yourself or require inputs from other team membersescalation, and communicate clear next steps and timelines to the client. Coordinate internally as needed and ensure the client is kept informed until resolution.
- Knowledge Base Evolution: Own the updates of our knowledge base. You ensure our documentation is a "living" resource that reduces friction for clients.
- Technical Bridge-Building: Collaborate closely with the tech team to isolate and explain issues clients face and help find a solution.
Success in the First 60 Days
By the end of your first 60 days, you are expected to:
- Be fully comfortable with the Evermed product, client use cases, and knowledge base
- Understand team ownership and internal workflows across Client Success, Product, and Engineering
- Independently handle 30–50% of inbound support requests
- Proactively update the knowledge base based on real client questions (after validation with the team)
- Be seen by clients as a reliable, default point of trust for support and communication
How Your Performance Will Be Measured (KPIs)
- Client Satisfaction (CSAT): 90% or higher.
- First Response Time (FRT): 4 hours.
- Max Response Time (MRT): 24 hours.
- Total Resolution Time (TRT): 24h (simple), 72h (medium), 5 days (complex)
Must-Haves
- Experience: 2+ years of experience in B2B support, preferably within an IT or SaaS environment, managing mid-range or enterprise accounts.
- Technical Comfort: Deep familiarity with support software (like ZenDesk or Help Scout), and tools like Slack, Google Workspace, and JIRA.
- Written English: Flawless professional writing is non-negotiable.
- Location: Belgrade-based with the ability to work 12:00 PM – 8:00 PM to ensure necessary overlap with US time zones.
Culture & How We Work
We’re a small team with a big global impact. There's no politics, no silos, and no place to hide — only clear decisions, a team of smart capable people, high excellence standards, continuous learning, open feedback, and a shared commitment to building something that lasts.
Your work directly helps doctors stay current with medical advances - when a feature works smoothly, it contributes to better patient care.
You’ll have direct access to the founders who are deeply engaged in product, growth, and client success.
How to Apply
Submit your resume and a 3-minute Loom video addressing:
- The "Complex Case": Describe a time you had to mediate between an enterprise client and a technical team. How did you manage expectations while a fix was in progress?
- The "Root Cause" Mentality: Give an example of a time you identified a systemic issue hidden behind a "simple" support ticket.
- The "Professionalism" Test: Why do you believe that small details—like perfect formatting and tone—matter when supporting enterprise-level medical associations?