Customer Support Specialist
Company:Applause
Location:Philippines
Languages:English
Seniority level:Middle, 3+ years
Experience:3+ years
Skills:
DocumentationAttention to detailOrganizational skillsWritten communicationMultitaskingTroubleshootingCustomer support
Requirements:
3+ years of customer support experience at a B2B SaaS company Excellent written English and communication skills History of meeting or exceeding support KPIs Extremely organized, with strong attention to detail Ability to multitask and manage dozens of concurrent tickets Reliable internet connection (50+ Mbps, no latency issues) Highly effective working remotely Familiarity with tools like Zendesk, Intercom, Slack, and HubSpot is a plus
Responsibilities:
Manage inbound support tickets via email, chat, and other channels Resolve issues quickly and thoroughly with a friendly, professional tone Maintain a 95%+ CSAT rating Initial response to new client messages within 30 minutes Resolve most tickets in under 4 hours Become a product expert and use that knowledge to troubleshoot effectively Guide clients through KYC & KYB processes Document solutions and contribute to internal knowledge base
