Technical Product Customer Support – SaaS Platform

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

📋 Description

• Manage incoming support tickets and live chat requests through Intercom, ensuring prompt and precise responses during your shift.

• Provide live chat assistance while ensuring uninterrupted coverage from the beginning to the end of your shift.

• Identify and escalate urgent or high-priority tickets to the Customer Support Manager as necessary.

• Collaborate with the morning shift colleague to facilitate smooth transitions and continuity of unresolved tickets between shifts.

• Develop and maintain macros for frequently asked questions to enhance response efficiency and consistency.

• Participate in creating SOPs, workflows, and internal documentation.

• Gather recurring inquiries and highlight trends to the co-founder or manager through structured meetings instead of spontaneous messaging.

• Utilize custom dashboards and internal tools built on Retool to verify user data, transactions, and platform activity.

• Aid users with issues related to onboarding, KYC, payouts, and integrations.

• Keep precise documentation of support activities and resolution processes.

• Assist in onboarding new customers as necessary.

• Help train new support staff when required.

⛳️ Requirements

• 2 to 3 years of experience in customer support within a fintech, SaaS, or developer tool environment.

• Excellent written English skills, with the capability to simplify complex workflows.

• Comfortable using support platforms like Intercom, Zendesk, or equivalent tools.

• Tech-savvy, able to quickly learn internal tools and troubleshoot independently.

• Capable of working autonomously during a solo shift without immediate team assistance.

• Strong prioritization and ownership mentality, able to manage support flow under delayed-response circumstances.

• Dependable and organized, with the ability to handle multiple chats simultaneously without compromising service quality.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Competitive salary and performance-based incentives.

• Professional development and training opportunities.

• Flexible working hours and the possibility of remote work.