Customer Support Specialist

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

📋 Description

• Craft customer-oriented updates regarding bugs and requests, which include acknowledgments, current status, workarounds, and resolutions.

• Establish and manage customer expectations concerning timelines.

• Elevate issues to the appropriate senior personnel when necessary.

• Provision and deprovision users while adjusting roles and permissions accordingly.

• Implement configuration changes on customer instances while adhering to defined guardrails.

• Conduct bulk uploads, data corrections, and data exports.

• Manage recurring manual customer success tasks by following documented procedures.

• Deliver first responses to incoming tickets within the agreed Service Level Agreement (SLA).

• Replicate issues and assess their severity, scope, and potential causes.

• Address issues related to settings, permissions, and data corrections whenever possible.

• Forward fully replicated cases to the engineering team.

• Monitor escalated tickets until resolution and communicate outcomes to customers.

• Maintain internal runbooks for recurring issues and known tasks.

• Create customer-facing help documentation and contribute to the knowledge base content.

• Identify patterns in recurring issues and opportunities for self-service to share with product teams.

• Collaborate with customer success and technical teams to ensure seamless support coverage.

⛳️ Requirements

• Over 3 years of direct experience in customer support, customer success, or operations within a SaaS or AI product environment.

• Proven experience working with enterprise customers navigating technical products.

• Capability to work independently, take ownership of outcomes, and function with minimal supervision.

• A process-oriented approach to problem-solving.

• Comfort in dealing with ambiguity and adapting to a young company with evolving processes.

• Ability to cover the overlap between Australian business hours (AEST/AEDT) and US Eastern Time (ET).

• Proficiency in utilizing AI to enhance efficiencies in daily tasks and workflows.

• Must reside in the Philippines.

• Legal authorization to work in the Philippines is required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Flexible working arrangements to promote work-life balance.

• Collaborative and inclusive company culture.