Customer Success – Product Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver Tier 1 customer and product support via email and in-app chat.

• Assist customers in navigating dashboards, analytics, reports, data refreshes, exports, account settings, and various platform features.

• Facilitate virtual customer onboarding and product training through Zoom or Google Meet.

• Collect, clarify, and document customer needs, feedback, and requests for product enhancements.

• Engage with U.S.-based business clients, including senior management and executive-level stakeholders.

• Execute basic troubleshooting for application and platform-related issues.

• Create, update, prioritize, and track customer support tickets.

• Recognize issues that require advanced technical support and coordinate escalations with teams in the U.S. and Korea.

• Collaborate with internal teams using Slack, Jira, or Linear.

• Maintain ownership of customer cases until resolution and provide timely status updates.

• Adhere to product support procedures and escalation protocols while striving to enhance support processes.

⛳️ Requirements

• Minimum of 3 years of relevant experience in customer-facing product support, technical support, or customer success.

• Direct experience in supporting B2B Software-as-a-Service (SaaS) products.

• Exceptional spoken and written English communication abilities.

• Proven experience in supporting SaaS applications.

• Strong listening, analytical, and problem-solving capabilities.

• Ability to comprehend complex customer requests and accurately capture requirements.

• Proficient in conveying technical information clearly to non-technical users.

• Skilled in coordinating effectively with internal technical or product teams.

• Comfortable conducting live customer-facing product demonstrations, virtual onboarding sessions, and user training after receiving platform-specific training.

• Good organizational skills and attention to detail.

• Basic knowledge of IT/helpdesk or application troubleshooting.

• Willingness and capability to work U.S. Eastern Time business hours and adhere to the client's U.S. holiday calendar.

• Experience supporting U.S. B2B SaaS customers is highly preferred.

• Familiarity with Zendesk, Intercom, Jira, Linear, and Slack.

• Experience in supporting analytics, reporting, business intelligence, marketing technology, or other data-driven SaaS platforms.

🏝️ Benefits

• Work From Home

• U.S. holidays based on the client's holiday calendar