Technical Product Customer Support Specialist
New
H
Hire OverseasFintech SaaS
Metro Manila, Philippines. Central Visayas, Philippines. Calabarzon, Philippines. Davao Region, Philippines. Colombo, Western Province, Sri Lanka, Monday to Friday, 12:00 PM to 8:00 PM US Eastern TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Strong written English
- Experience
- 2 to 3 years
- Required Skills
- Customer supportSaaSZendesk
Requirements
- 2 to 3 years of experience in customer support for a fintech, SaaS, or developer tool.
- Strong written English with the ability to explain complex workflows simply.
- Comfortable using support platforms such as Intercom or Zendesk.
- Ability to pick up internal tools quickly and troubleshoot without hand-holding.
- Ability to work independently during a solo shift.
- Strong prioritization and ownership mindset.
- Reliable and organized with ability to manage multiple concurrent chats.
- Experience with KYC processes or payout systems (nice to have).
- Familiarity with Retool or similar internal tooling (nice to have).
- Experience building support macros, SOPs, or documentation (nice to have).
Responsibilities
- Handle incoming support tickets and live chat inquiries via Intercom.
- Maintain consistent coverage throughout the solo shift.
- Flag and escalate urgent tickets to the Customer Support Manager.
- Coordinate with other shifts to ensure continuity of unresolved tickets.
- Build and maintain support macros for improved response speed.
- Develop SOPs, workflows, and internal documentation.
- Navigate custom dashboards and internal tools to verify user and platform activity.
- Assist users with KYC, payouts, and integration issues.
- Support onboarding efforts for new customers.
- Assist in training new support hires.
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