Customer Support Specialist

• Monitor and resolve customer issues, including escalations, technical problems, and incidents
• Contact customers to investigate issues in depth and understand their concerns
• Collaborate with Product, Engineering, Delivery, and Customer Success teams
• Develop and maintain self-service content, knowledge base articles, automated workflows, and AI-powered support tools
• Gather, analyze, and communicate customer feedback across the organization
• Contribute to improving customer satisfaction and NPS/CSAT performance
• Identify improvements to customer support processes, workflows, and tools
• Maintain accurate case documentation and provide clear updates and timely follow-up
• Support customers using a B2B SaaS platform with complex organizational and reporting needs
• Participate in onboarding and training sessions during European or US business hours

• 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company
• Demonstrated experience supporting customers using a SaaS product
• Strong written and verbal communication skills in English
• Ability to investigate issues thoroughly and identify underlying causes
• Strong organizational skills and ability to manage multiple customer cases simultaneously
• Ability to explain technical or product-related topics to technical and non-technical audiences
• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams
• Based in the Philippines
• Willingness to work flexibly during onboarding and transition to APAC support hours when required
• Availability to work 09:00–17:00 Philippines Time
• Experience supporting enterprise accounts or B2B enterprise customers is a plus
• Experience handling complex customer environments, escalations, or incident management is a plus
• Knowledge of CRM, ticketing, and customer success platforms such as Intercom is a plus
• Experience creating help center content, automated workflows, or AI-assisted support resources is a plus
• Experience in climate, ESG, sustainability, or carbon accounting is a plus
• Mandarin language skills are a plus

• Fully remote work model
• Flexible work schedule during onboarding and for occasional global meetings, training sessions, and customer escalations
• Opportunity to work for a B Corporation and entreprise à mission
• Inclusive, diverse, and supportive company culture
• Opportunity to contribute to climate and sustainability initiatives