Customer Support Specialist

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

📋 Description

• Act as the initial point of contact for business clients through email, chat, and phone.

• Diagnose software problems by posing relevant questions and logically resolving issues with clients.

• Guide clients on how to effectively use Traild to enhance their confidence and autonomy.

• Collaborate with Product and Engineering teams to ensure issues are resolved efficiently.

• Manage client communications throughout the entire resolution process.

• Recognize trends in recurring problems and provide insights to enhance the product.

⛳️ Requirements

• Minimum of 2 years experience in a B2B customer support position within a SaaS organization.

• Proven experience in assisting business clients with genuine software challenges, beyond just account or billing inquiries.

• Communicate warmly, clearly, and confidently via phone, email, and online chat.

• Ability to think independently, adapt to the needs of clients, and operate without a script for every scenario.

• Proficient in technical software with the capability to troubleshoot systematically and recognize when to escalate issues.

• Familiarity with ERP, accounting, or financial workflow software is advantageous, including SYSPRO, Acumatica, IFS, Xero, or NetSuite.

• Demonstrated ability to succeed in a fast-paced startup environment and take initiative.

• Residing in the Philippines.

• Available to work during Australian business hours.

🏝️ Benefits

• A variety of remote, hybrid, and flexible working arrangements.

• Join a global team with members across APAC, NA, and EMEA.