Support Specialist

• Resolve general, billing, and basic technical customer questions across Tier 0, Tier 1, and Tier 2
• Use Concierge, FIN AI, Intercom, the ticket queue, and escalation matrix to triage and route support requests
• Inherit and manage an existing ticket queue
• Partner with Tier 2 subject matter experts in Engineering, Marketing, and Account Management
• Improve documentation, FIN AI content, triage standards, and support processes
• Own a defined portion of the support queue end to end
• Contribute to SLA tracking and visibility for Tier 2 tickets
• Reduce escalations and specialist-team workload
• Support onboarding and ramp-up of newer hires and internal transfers
• Contribute to automation and team ownership roadmap decisions

• Experience in customer support, ideally in a SaaS or software environment
• Experience handling multiple question types across a live ticket queue
• Ability to learn a software product deeply
• Ability to resolve general, billing, and basic technical questions independently
• Sound triage judgment and ability to resolve, deflect, or escalate tickets appropriately
• Experience with Intercom, Zendesk, or similar support platforms
• Understanding of AI-assisted support and documentation
• Clear, warm written communication
• Improvement mindset and ability to follow through on process fixes
• Ability to collaborate with Tier 2 subject matter experts and support newer teammates
• Based in the Philippines and authorized to work there

• Competitive salary
• Remote-first work environment
• Inclusive workplace
• Interview accommodations available
• AI-enabled tools to reduce repetitive tasks and create space for deeper thinking, creativity, and impact