Customer Support Specialist, SAAS

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

📋 Description

• Manage initial customer inquiries through phone, email, live chat, and ticketing systems, ensuring issues are resolved accurately and satisfactorily.

• Take ownership of the entire ticket lifecycle within the support system, from the initial triage to resolution, follow-up, and final closure.

• Diagnose both technical and non-technical product issues using a structured problem-solving approach, and effectively communicate the root cause to customers based on their technical understanding.

• Collaborate with teams in Sales, Customer Success, Marketing, Product, and Engineering to escalate, resolve, and finalize customer-reported issues.

• Utilize the complete Customer Support tech stack (including HubSpot, Intercom, FIN, and Fergus product data) to efficiently manage your support pipeline and provide a more personalized customer experience.

• Employ approved AI tools to assist in drafting communications, summarizing customer session notes, and identifying recurring issue patterns, thereby minimizing manual efforts without compromising on quality.

• Always review AI-generated content for accuracy and tone before it is sent to customers, using only Fergus-approved tools for handling customer data.

• Remain updated on emerging tools pertinent to support and customer success, sharing insights and recommendations with the Customer Support Lead to enhance team efficiency or reduce contact volume.

• Create and maintain content for the Help Centre (including articles, videos, and product images) that helps to reduce contact volume and empowers customers to find solutions independently.

• Test product workflows and sample data sets to confirm expected behavior, providing structured feedback to Engineering.

• Identify and highlight patterns in customer feedback that suggest product gaps, usability challenges, or training needs, contributing to the team's voice-of-customer insights for the product roadmap.

⛳️ Requirements

• Minimum of 2 years' experience in a customer-facing position, preferably in a SaaS or technology setting.

• Familiarity with help desk tools, CRM systems, and workflow automation platforms such as HubSpot and Intercom.

• Proficiency in using AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Gemini) in a work environment, with a clear understanding of their applications and limitations.

• Capability to write and edit documentation, including internal knowledge base materials and customer-facing Help Centre articles.

• Interest in the SaaS, workflow tools, or field service industries is preferred.

• Degree-level education or equivalent professional experience is desirable.

🏝️ Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).

• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).

• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!