Customer Support Specialist, APAC Region

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

📋 Description

• Assist customers with support-related inquiries through written emails, Slack, and/or video conferencing.

• Facilitate training sessions for customers who are not actively managed.

• Identify and present customer issues and friction points to drive prioritization and actionable decisions.

• Engage in regular Support Office Hours to provide real-time assistance to customers.

• Work collaboratively with CX, Finance, Marketing, and Sales teams to swiftly address customer obstacles.

• Become proficient in AI tooling platforms to enhance skills and empower customers to utilize agentic prompts.

• Take initiative to simplify access to help and anticipate customer requirements.

⛳️ Requirements

• A curious mindset with a strong desire to learn.

• Previous experience in a remote-first work environment.

• Comfortable with remote work settings.

• Dedication to empowering users through education, beyond just resolving issues.

• Ability to collaborate effectively with support and cross-functional teams.

• Exceptional listening and communication abilities.

• Skill in synthesizing feedback and representing the customer perspective.

• Proficient in communicating with customers via phone, email, and chat.

• Capable of problem-solving and thriving in ambiguous situations.

• Ability to work independently and enhance processes.

• Motivated and goal-oriented.

• Empathetic with a genuine desire to assist others.

• Cultural fit and a passion for helping are prioritized over experience.

• Availability for Monday–Friday, 9 a.m.–5 p.m. PST coverage.

🏝️ Benefits

• Fully remote work environment.

• Company-provided computer.

• $1,000 home office stipend in the first year.

• $500 annual technology budget.

• Coworking space reimbursement of up to $500 per month.

• Comprehensive health, dental, and vision insurance with a significant portion of premiums covered.

• 401k plan with matching contributions.

• Paid parental leave.

• $1,000 annual stipend for professional development.

• Stock options offered as equity.

• Flexible time off policy.

• In-person company/team gatherings when beneficial.

• Budget allocated for training and education.