Customer Support Specialist, AI SaaS Platform
H
Hire OverseasAI SaaS
This role is open to candidates based in the Philippines, Availability to overlap with the team's required working hours as determined by our client.Full-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Strong written English
- Experience
- 2 to 3 years of experience in customer support, ideally within SaaS or technical environments
- Required Skills
- RESTful APIsSaaSZendeskCustomer support
Requirements
- Have 2 to 3 years of experience in customer support, ideally within SaaS or technical environments.
- Have strong written English and a clear, concise, customer-centered communication style.
- Be able to manage multiple tickets or conversations simultaneously without losing accuracy.
- Be comfortable using tools such as Plain, Intercom, Zendesk, or similar platforms.
- Be tech-curious and able to learn APIs, integrations, or workflow systems quickly.
- Be available to meet the required working-hours overlap.
- Experience supporting developer tools, AI products, or community-based support environments is a plus.
- Prior experience supporting customers across multiple time zones is a plus.
Responsibilities
- Manage and respond to inbound support requests through email and internal tools.
- Provide clear, empathetic, 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 and document them clearly.
- Contribute updates to help center articles, troubleshooting guides, and internal documentation.
- Provide structured feedback to cross-functional teams on customer sentiment and usability.
- Help refine internal support systems, workflows, and templates.
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