Technical Support Specialist

This is a fully remote position, open to applicants in Philippines, +1 more country.

📋 Description

• Oversee and address incoming support tickets via HubSpot through both email and in-app chat, ensuring compliance with the first response Service Level Agreement (SLA).

• Analyze and rectify configuration and workflow issues on the Galley platform.

• Replicate reported bugs, document the steps taken to reproduce them, create videos when useful, collect relevant context, and escalate structured documentation to the Product or Engineering teams.

• Convey clear communication to users and translate system behavior into actionable next steps.

• Identify deficiencies in internal documentation and enhance knowledge base articles and internal workflows.

• Collaborate with Customer Success, Product, and Engineering teams to resolve issues promptly while maintaining effective feedback loops.

• Report directly to the VP of Customer Experience.

• Create a dedicated first line of support and act as the operational backbone of the customer support function.

⛳️ Requirements

• Bachelor’s degree (BA or BS) or equivalent practical experience.

• 1 to 2 years of experience in customer support, hospitality operations, or a customer-facing role.

• Excellent written communication skills, with a strong focus on clarity and detail.

• A process-oriented mindset, capable of following and enhancing structured workflows.

• Technical curiosity and comfort in navigating various software platforms.

• Ability to troubleshoot independently prior to escalating issues.

• High ownership mentality and responsiveness during business hours.

• Proficiency in working with HubSpot, Slack, Zoom, and other related collaboration tools.

• Experience in hospitality or foodservice operations.

• Background in supporting SaaS platforms or software products.

• Familiarity with documenting bugs or creating videos for issue reporting.

• Interest in process improvement or operational excellence in a growing startup environment.

• Experience in a startup or high-growth SaaS setting.

🏝️ Benefits

• Flexibility for permanent remote work.

• Paid Time Off.

• Health Maintenance Organization (HMO) coverage.

• Annual performance bonuses.

• Dedicated coaches providing an additional channel for support and skill development.

• Opportunities for professional growth.