Customer Support Hero - US coverage

About Shaman Shaman is a fast-growing B2B SaaS platform transforming how the world’s leading life sciences organizations create, localize, and activate digital content. In an industry where communication speed and clinical compliance are vital, our no-code, AI-assisted authoring suite empowers commercial and medical teams to bypass traditional agency bottlenecks—slashing production timelines from months to hours without breaking regulatory guardrails. Headquartered in Haarlem, The Netherlands, with an international, remote-friendly team across more than 10 countries, Shaman is trusted by over 3,000 professionals at top pharmaceutical enterprises—including Novartis, Takeda, Gilead, and AstraZeneca. Whether through our intelligent self-service authoring tools or our hands-on Content Services team providing ready-to-use brand design systems and modular templates, we help life sciences brands engage healthcare professionals when it matters most We are looking for We are seeking a proactive and empathetic Customer Support Hero to join our dynamic team. In this role, you will be the first point of contact for our users, assisting them with inquiries, troubleshooting issues, and ensuring a seamless experience with our platform. Your contributions will directly impact user satisfaction and the overall success of our content creation tools. Your responsibilities Serve as the first point of contact for customer inquiries through live chat and email. Reproduce and thoroughly test customer-reported issues, escalating them to the appropriate teams based on the scenario and complexity. Create helpful support content, including written articles, user guides, and short screencast videos. Keep the Support Help Center up to date by maintaining and improving existing documentation and resources. Collaborate closely with cross-functional teams, including Product, Customer Experience, and Business Development, to ensure a seamless and informed support experience. Contribute to cross-team initiatives and projects aimed at enhancing the customer experience and optimizing internal workflows. Who you are An excellent communicator in English, both written and verbal. Additional languages are a plus. You bring prior experience in Customer Support and a genuine passion for helping others succeed. A digital native who feels at ease navigating online platforms and learning new tools. A team player who thrives in a collaborative, remote-first environment. Quick to learn and resourceful when solving problems independently, but you also know when to reach out and ask the right questions. Motivated by challenges and always up for finding creative solutions. Proactive, customer-focused, and committed to delivering an exceptional support experience. Naturally curious, always looking for ways to improve processes and understand user needs. Comfortable working remotely, with a reliable setup and the discipline to stay organized and focused. What we offer Meaningful role in shaping how we support and engage with our users during an exciting period of growth at Shaman. Work alongside a highly experienced and collaborative team that values knowledge sharing and continuous improvement. Gain hands-on experience across multiple departments - including Product, Customer Experience, and Business Development - giving you a broad understanding of our platform and operations. Contribute to a product that makes a real difference in how life sciences companies create and manage their content. Join a company where your voice is heard, your input matters, and your work has a direct impact on customer satisfaction. A 100% remote job More about the position Start - ASAP Full-time position - focusing on US Business hours. Location - Anywhere Annual salary range 25 000€ - 30 000€ (or another currency) Why Join Shaman? At Shaman, we are redefining how life-changing medical knowledge reaches doctors and patients. We believe powerful enterprise software should be intuitive, accessible, and designed around the people who use it every day. Joining Shaman means: High Impact & Ownership: You won’t just be a cog in a machine. You’ll have direct ownership over your work and see the immediate value it brings to global healthcare teams. A Truly International Team: We are a collaborative, distributed team across 10+ countries that values diversity, open dialogue, and shared problem-solving. Innovation Without Bureaucracy: We move with speed and curiosity—combining deep industry expertise with cutting-edge AI and modular technology. Flexibility & Trust: We judge people on their outcomes and creativity, not their hours at a desk. Ready to build the future of life sciences content? If you thrive in an agile environment, love solving complex enterprise problems, and want to help shape the next standard of content excellence, we would love to meet you. Apply today and let’s connect!