Support Specialist

New

MoxieSaaS software

Remote - PhilippinesFull-Time

Salary8.5 - 10.5 USD per hour

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Job Details

Experience in customer support, ideally in a SaaS or software environment.
Experience handling more than one type of question across a live ticket queue.
Ability to learn software platform workflows well enough to answer general, billing, and basic technical questions.
Sound judgment to resolve, deflect, or escalate tickets and route them to the appropriate tier with useful context.
Experience with Intercom, Zendesk, or a similar support platform.
Familiarity with AI-assisted support and how documentation can reduce tickets handled by people.
Clear, warm written communication that explains billing and technical issues in plain language.
Ability to identify documentation, process, or expectation gaps and follow through on improvements.
Collaborative approach to working with support teammates and Tier 2 subject matter experts.
Willingness to build range across general, billing, and technical support rather than handling only one ticket category.

Resolve recurring general, billing, and basic technical questions independently.
Use the Tier 0/1/2 structure and escalation matrix to route questions outside your scope.
Manage a defined portion of the support queue across general, billing, and technical tickets.
Take ownership of support-process issues such as backlog categories, documentation gaps, or escalation bottlenecks.
Improve FIN AI content and documentation to reduce tickets requiring human support.
Contribute to SLA tracking and visibility for tickets escalated to Tier 2.
Partner with Tier 2 subject matter experts in Engineering, Marketing, and Account Management.
Help newer teammates ramp up and contribute to decisions about future automation and team ownership.

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