Product Support Specialist – SaaS

• Take ownership of customer issues and see problems through to resolution
• Conduct product walkthroughs and provide resolutions to customer queries
• Research, diagnose, troubleshoot, and identify solutions for customer issues
• Provide prompt and accurate feedback to customers
• Record and close all issues properly
• Answer questions via email, phone calls, and live video calls
• Find ways to go above and beyond to help customers

• Reside in the Philippines and have full work authorisation for the Philippines
• 1+ years of experience in a Customer Support role within a SaaS product organisation
• Empathy and patience
• Curiosity and a problem-solving mindset
• Numerical literacy and data fluency, including multi-step calculations and explaining complex numerical concepts to non-technical users
• Solid verbal, written, presentation, and interpersonal communication skills
• Availability to work from 4:30 a.m. PH time to 1:00 p.m. PH time any five days of the week

• Remote-first organisation; work from home as the norm
• Work with an industry-leading product serving thousands of customers worldwide
• Work with a global team across 19 countries
• Equal opportunity employer
• Growth opportunities into Sales & Success, Business Operations, or Marketing