Support Specialist

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

📋 Description

• Address general inquiries, billing issues, and basic technical questions across Tier 0, Tier 1, and Tier 2.

• Utilize Concierge, FIN AI, Intercom, the ticket queue, and escalation matrix to effectively triage and route support requests.

• Manage and inherit an existing ticket queue.

• Collaborate with Tier 2 subject matter experts in Engineering, Marketing, and Account Management.

• Enhance documentation, FIN AI content, triage standards, and support processes.

• Take ownership of a specific segment of the support queue from start to finish.

• Contribute to tracking and visibility of SLA for Tier 2 tickets.

• Decrease escalations and reduce the workload of specialist teams.

• Assist in the onboarding and acclimatization of new hires and internal transfers.

• Participate in automation initiatives and contribute to decisions regarding team ownership roadmap.

⛳️ Requirements

• Background in customer support, preferably within a SaaS or software setting.

• Experience managing various types of inquiries in a live ticket queue.

• Capacity to acquire an in-depth understanding of a software product.

• Proficient in independently resolving general inquiries, billing issues, and basic technical questions.

• Strong triage judgment with the ability to resolve, deflect, or escalate tickets appropriately.

• Familiarity with Intercom, Zendesk, or similar customer support platforms.

• Knowledge of AI-assisted support and documentation processes.

• Excellent written communication skills that are clear and warm.

• A mindset geared towards improvement and the ability to execute process enhancements.

• Ability to work collaboratively with Tier 2 subject matter experts and support newer colleagues.

• Located in the Philippines and legally authorized to work there.

🏝️ Benefits

• Competitive salary.

• Remote-first work culture.

• An inclusive workplace environment.

• Accommodations available during the interview process.

• Access to AI-enabled tools to minimize repetitive tasks, allowing for greater focus on deeper thinking, creativity, and impactful work.