Customer Support Agent - Philippines

TRAILD PTY LTD; Manila; Remote; PHP 100,000 - 400,000; Full time

Job summary

A high-growth SaaS company is looking for a Customer Support Agent to join its team in Manila. The role involves providing first-level support and user training, focusing on client satisfaction. Ideal candidates will have B2B customer support experience and strong communication skills. Flexible working options are available.

Benefits

Flexible working options

Global team across APAC, NA, and EMEA

Opportunity for growth in a rapidly expanding company

Qualifications

• 2+ years of experience in a B2B customer support role within a SaaS company.
• Experience with ERP or accounting systems is a plus.
• Ability to thrive in a fast-paced startup environment.

Responsibilities

• Responding to client queries and providing first-level support.
• Provide user training, ongoing support, and troubleshooting.
• Collaborate with product and technology teams to enhance service.

Skills

B2B customer support

Interpersonal skills

Creative problem-solving

Tools

ERP systems

Accounting systems

Job description

TRAILD: Who are we?

TRAILD is a high-growth SaaS company that Streamlines, Automates and Protects businesses from fraud, errors and mistakes.

Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and IFS to help clients make their AP process more efficient and secure.

We have a rapidly growing international client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help, we can support more businesses digitise their existing operations with enhanced automation and security.

The Role: Want to be a part of our exciting growth journey?

We are looking for a Customer Support Agent to join our talented and dynamic team. This role will be working APAC hours. As the company has expanded into several international markets, we are seeking someone with a genuine passion for helping and supporting our clients.

In this role, you will be responsible for working closely with our clients to research, troubleshoot, and support any issues they are facing.

The ideal candidate will have a background with B2B customer support in a Saas/Technology organization with strong interpersonal and communication skills, as well as the ability to think creatively when solving customer problems.

Key Responsibilities

• Responding to client queries and providing first-level support for TRAILD's customers
• Provide user training, ongoing support and troubleshooting to ensure the software is working correctly and meeting the client needs.
• Collaborate with our product and technology teams to ensure our clients are getting the most out of the software and to help improve the service.

Who You Are:

• 2+ years of experience in a B2B customer support/success role within a Saas company
• Experience with ERP or accounting systems (eg. SYSPRO, Acumatica, IFS) is a plus
• Prior experience thriving in a fast-paced startup/scale up environment
• Exceptional people and communication skills
• Intrapreunership and proactiveness
• Strong collaborator with an attitude embracing growth, hands-on execution, adaptability, and the scale-up spirit.

The Perks of Working at TRAILD

• Flexibility: we offer a range of remote, hybrid and flexible working options.
• Global team: we are growing across APAC, NA and EMEA and have team all across the world.
• We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it
• Our team genuinely loves working at TRAILD: we scored an 85 on our 2025 eNPS survey.

Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment