Customer Support Representative

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

📋 Description

• Manage first-line customer support for Fiscal.ai users via email, Slack, and ticketing systems.

• Diagnose account, billing, product, API, MCP, and financial data issues with effective triage judgment.

• Articulate financial data, platform limitations, API access, coverage, and update timing in a clear, customer-friendly manner.

• Refer unresolved issues to Product, Data Operations, or Engineering with detailed context.

• Recognize recurring support trends and propose enhancements for product, documentation, data quality, or workflows.

• Act as the initial point of contact and collaborate with Product, Engineering, and Data teams to address complex cases.

⛳️ Requirements

• Over 3 years of experience in customer support, technical support, or customer success within SaaS, Fintech, financial data, or developer-oriented products.

• Capacity to understand and convey company financial statements, ratios, estimates, transcripts, tickers, exchanges, ETFs, ADRs, coverage gaps, and data update schedules.

• Strong background and interest in financial markets.

• Proficient in troubleshooting REST APIs, MCP integrations, API keys, JSON/error payloads, rate limits, browser issues, screenshots, and console logs.

• Ability to assess issues across support, billing, product, data operations, and engineering, and escalate with clear context.

• Excellent writing skills to produce concise, accurate, plain-language responses explaining technical or policy matters.

• Familiar with shared inboxes, Slack/internal review processes, Linear, and Stripe.

• Knowledge of fintech, market data, SaaS subscriptions, developer APIs, or investment research workflows is a significant advantage.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Engaging and collaborative work environment.