Customer Support Specialist - SaaS Platform

Philippines
Permanent
Full-time

14 days ago
Apply easily

We're seeking a proactive Customer Support Specialist for a fast-growing SaaS company who excels at customer communication and administrative coordination. This role combines frontline customer support through Intercom with backend administrative tasks, including post-meeting follow-ups and process documentation.You'll be the voice of our platform, helping users maximize value while ensuring smooth operational workflows behind the scenes. If you're tech-savvy, detail-oriented, and passionate about creating exceptional customer experiences, this role is for you.🎁 Perks & Benefits

💵 Paid in USD every 15th & 30th of the month
🏖️ Up to 14 days of Paid Time Off per year
🌏 Flexible holiday observance based on your location
🏡 100% remote – work from anywhere
💼 Direct exposure to SaaS operations and customer success strategies
🚀 Join a scaling tech company with opportunities for growth

🧩 What You'll Be Doing

💬 Intercom Management & Customer Support

Monitor and respond to customer inquiries via Intercom within SLA timeframes
Triage support tickets and escalate complex issues to appropriate teams
Maintain organized conversation tags and customer segments
Create and update saved replies for common questions

📋 Post-Meeting Administrative Tasks

Document action items from customer calls and internal meetings
Send follow-up emails with meeting summaries and next steps
Update CRM records with customer interaction details
Schedule follow-up meetings and coordinate calendars

🔄 Customer Success Operations

Track customer issues from initial contact through resolution
Maintain knowledge base articles based on common support queries
Assist with customer onboarding documentation and resources
Monitor customer satisfaction metrics and feedback

📊 Process Improvement & Documentation

Identify patterns in customer inquiries to improve self-service options
Create standard operating procedures for support workflows
Collaborate with product team on feature requests and bug reports
Generate weekly support metrics and trend reports

🌟 Nice-to-Have Skills

🛠️ SaaS Platform Experience - Familiarity with subscription models and user onboarding
📈 CRM Proficiency - Experience with HubSpot, Salesforce, or similar platforms
🎯 Product Analytics - Basic understanding of user behavior tracking
📝 Technical Writing - Ability to create clear help documentation
🔗 Integration Knowledge - Understanding of APIs and third-party integrations

✅ Who You Are

2+ years of experience in customer support, preferably in SaaS or tech environments
Intercom proficiency or experience with similar support platforms (Zendesk, Freshdesk)
Strong written communication skills with attention to tone and clarity
Excellent organizational abilities with proven administrative skills
Problem-solver who can handle multiple priorities simultaneously
Comfortable learning new software and technical concepts quickly
Patient and empathetic approach to customer interactions

📩 Application Process OverviewOur selection process ensures we find someone who can balance customer care with operational excellence: * Initial Application - Submit application with relevant support experience

One-way Video Interview - Record a brief video demonstrating your customer communication style
Practical Assessment - Complete a mock Intercom scenario and administrative task
Recruitment Interview - Initial screening focusing on SaaS experience and support philosophy
Team Interview - Discussion with support team on workflows and collaboration
Hiring Manager Interview - Final interview covering customer success strategies
Reference Check - Verification of customer service excellence
Job Offer - Successful candidates receive competitive compensation package

We value clear communication and provide updates at each stage.📩 How to ApplyPlease submit: * ✅ Your updated resume highlighting customer support and SaaS experience

✅ A 1-2 minute Loom video explaining how you would handle an frustrated customer
✅ A brief example of how you've improved a support process or created documentation in a previous role

Hire Overseas