Customer Support Specialist
New
H
HaastAI SaaS
Philippines Remote, US Afternoon (Eastern Timezone) and Australia Morning (AEST)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- DocumentationCustomer SuccessSaaSCustomer support
Requirements
- 3+ years of hands-on experience in customer support, customer success, or operations within a SaaS or AI product environment.
- Demonstrated experience working with enterprise customers and managing technical product communications.
- Strong ability to operate independently, own outcomes, and work with minimal oversight.
- Proven problem-solving skills with a process-oriented mindset.
- Comfortable working in an early-stage company with evolving processes and ambiguity.
- High level of AI fluency and experience using AI to drive personal and team process efficiencies.
- Availability to cover the specific time overlap between US Eastern Time (ET) and Australian business hours (AEST/AEDT).
Responsibilities
- Manage all customer-facing communication, including status updates on bugs, requests, and resolutions.
- Handle account administration, including user management, configuration changes, and data operations.
- Triage inbound tickets, reproduce issues, and resolve them directly or escalate with detailed reports to engineering.
- Maintain and update internal runbooks and customer-facing help documentation.
- Collaborate with customer success and technical teams to ensure seamless communication transitions.
- Surface recurring issues to the product team to help prioritize improvements and self-serve features.
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