Customer Support Specialist
New
H
Hire OverseasAI SaaS
Philippines. Brazil. Argentina. Mexico. South Africa. Sri LankaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2 to 3 years
- Required Skills
- RESTful APIsDocumentationCustomer supportSaaSZendesk
Requirements
- 2 to 3 years of experience in customer support, ideally within SaaS or technical environments.
- Strong written English with a clear, concise, and customer-centered communication style.
- Ability to manage multiple tickets or conversations without losing accuracy.
- Comfortable using tools such as Plain, Intercom, Zendesk, or similar support systems.
- Tech-curious and able to learn APIs, integrations, or workflow systems quickly.
Responsibilities
- Manage and respond to inbound support requests through email and internal tools.
- Provide clear, empathetic, and accurate responses to technical and non-technical users.
- Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios.
- Escalate complex or urgent issues to product and engineering teams.
- Support real-time inquiries inside community spaces such as Discord.
- Identify recurring questions, bugs, and product gaps.
- Contribute updates to help center articles, troubleshooting guides, and internal documentation.
- Provide structured feedback to cross-functional teams on customer sentiment and platform usability.
- Work with engineering, product, and operations teams to close support loops.
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