Customer Support Specialist, AI SaaS Platform

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

📋 Description

• Oversee and address incoming support inquiries via email and internal platforms

• Deliver clear, empathetic, and accurate answers to both technical and non-technical users

• Diagnose platform issues by examining logs, consulting documentation, and replicating customer scenarios

• Refer complex or urgent matters to product and engineering teams

• Assist with real-time queries in community spaces such as Discord

• Recognize recurring questions, bugs, and product deficiencies, documenting them clearly

• Contribute enhancements to help center articles, troubleshooting guides, and internal documentation

• Offer structured feedback to cross-functional teams regarding customer sentiment and usability

• Collaborate with engineering, product, and operations teams to resolve support issues

• Provide insights that enhance onboarding, documentation, and overall user experience

• Help optimize internal support systems, workflows, and templates

• Complete prequalifying questions, a video introduction, and a role-specific assessment if necessary

• Engage in recruitment, executive, and client interviews

• Conduct background and reference checks

⛳️ Requirements

• 2 to 3 years of experience in customer support, preferably in SaaS or technical settings

• Excellent written English with a clear, concise, and customer-focused communication style

• Capability to handle multiple tickets or conversations simultaneously while maintaining accuracy

• Proficient in using tools such as Plain, Intercom, Zendesk, or similar platforms

• Technically curious and able to quickly learn APIs, integrations, or workflow systems

• Availability to meet the required working-hours overlap

• Experience in supporting developer tools, AI products, or community-based support environments is a plus

• Prior experience assisting customers across various time zones is a plus

• Updated resume is required

• A short Loom video (1 to 2 minutes) introducing yourself and detailing your experience supporting SaaS or technical products is required

🏝️ Benefits

• Paid bi-monthly (every 15th and 30th)

• Paid Time Off according to company policy

• Holiday observance per company guidelines

• 100% remote work setup

• Opportunity to assist a global customer base

• Work in a dynamic, AI-focused environment