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.

• Take ownership of the entire support ticket process, from initial assessment to resolution, follow-up, and closure.

• Identify both technical and non-technical product issues employing structured problem-solving techniques.

• Clearly convey root causes to customers based on their level of technical understanding.

• Work collaboratively with teams in Sales, Customer Success, Marketing, Product, and Engineering.

• Utilize HubSpot, Intercom, FIN, and Fergus product data to oversee the support pipeline.

• Employ approved AI tools to draft communications, summarize session notes, and detect recurring issue trends.

• Review AI-generated communications for precision and tone prior to delivering them to customers.

• Stay updated with the latest support and customer success tools.

• Provide suggestions for efficiency and reduction in contact volume to the Customer Support Lead.

• Create and maintain Help Centre articles, videos, and product images.

• Test product workflows and sample datasets, delivering structured findings to the Engineering team.

• Identify patterns in customer feedback that highlight product gaps, usability concerns, or training requirements.

• Contribute customer insights to the product development roadmap.

⛳️ Requirements

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

• Proficient in using help desk tools, CRM systems, and workflow automation platforms such as HubSpot and Intercom.

• Comfortable with AI tools like Claude, ChatGPT, Microsoft Copilot, and Gemini in a professional environment.

• Understanding of the strengths and limitations of AI tools.

• Capability to write and edit content for internal knowledge bases and customer-facing Help Centre articles.

• A keen interest in SaaS, workflow tools, or field service sectors is desirable.

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

• Proficient in daily use of AI tools for drafting responses, summarizing notes, and accessing knowledge base content.

• Ability to review AI outputs prior to customer delivery.

• Only use Fergus-approved tools for customer data management.

• Strong problem-solving abilities.

• Customer-focused mindset.

• Outcome-driven decision-making skills.

• Excellent interpersonal abilities.

• Strong organizational skills.

• Proficient written communication skills.

🏝️ Benefits

• HMO, Dental, and Life Insurance coverage for you and one complimentary dependent from the first day.

• Option to add additional dependents.

• Paid leaves for Birthday, Vacation, Medical, and Maternity.

• Up to 6 Vacation Leaves that can be converted to cash on your anniversary.

• Employee engagement events such as Year-End Party, Family Day, and Team Building activities.