Customer Support Specialist

Global Staff Network; Davao City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Global Staff Network is seeking a Customer Support Specialist for a full-time onsite role in Davao City. You will assist customers navigating a SaaS platform, troubleshoot issues, and contribute to knowledge resources.

The ideal candidate is curious, proactive, and coachable, with strong communication skills. Collaboration with cross-functional teams will help deliver a consistent customer experience across regions.

Qualifications

• Willingness to learn and adapt in a tech/SaaS environment.
• Strong problem-solving abilities and proactive mindset.
• Excellent communication and customer-focused approach.

Responsibilities

• Respond to customer enquiries through live chat, email, and phone with timely, clear solutions.
• Investigate and resolve software-related issues, escalating when needed and collaborating with product teams.
• Develop, update, and maintain help centre articles, troubleshooting guides, and training resources.
• Identify and explore opportunities to utilise AI tools and automation to streamline support processes.
• Gather and communicate customer feedback and feature requests to support product development and improvements.
• Collaborate with Customer Success, Implementation, Sales, and Product to ensure a consistent customer experience across Australia and New Zealand.

Skills

Initiative

Resourcefulness

Critical Thinking

Curiosity

Accountability

Ownership

Communication

Interpersonal Skills

Adaptability

Technical Aptitude

Job description

Employment Type: Full-Time, Onsite | Davao City
Work Schedule: Monday–Friday, 6:00 AM–3:00 PM Philippine Time

About the Role

We are seeking a proactive, resourceful, and customer-focused Customer Support Specialist to join our team. In this role, you will serve as one of the first points of contact for customers, assisting them in navigating a SaaS platform, resolving technical issues, and maximizing their experience with the software.

This is a hands-on and varied position offering exposure to customer support, technical troubleshooting, product development, customer onboarding, artificial intelligence (AI), and process improvement.

Previous experience in the technology or SaaS industry is not essential but preferred. We value individuals with a strong willingness to learn, critical thinking skills, initiative, and sound judgement. The ideal candidate is naturally curious, enjoys problem-solving, takes ownership of their responsibilities, and is comfortable asking questions and exploring new challenges.

You will work collaboratively with colleagues across different teams, contributing to knowledge sharing, continuous learning, and strong internal and customer relationships.

Key Responsibilities

• Customer Support: Respond to customer enquiries through live chat, email, and phone, providing timely, clear, and practical solutions.

• Technical Troubleshooting: Investigate and resolve software-related issues, escalating complex technical matters and collaborating with Product and Development teams when required.

• Knowledge Management: Develop, update, and maintain help centre articles, troubleshooting guides, and training resources to support customers and internal teams.

• AI and Automation: Identify and explore opportunities to utilise AI tools and automation to streamline customer support processes, troubleshooting, and daily workflows.

• Product Feedback and Improvement: Gather and communicate customer feedback, recurring issues, and feature requests to support ongoing product development and improvements.

• Cross-Functional Collaboration: Work closely with Customer Success, Implementation, Sales, and Product teams to ensure a consistent and positive customer experience across Australia and New Zealand.

About You

The ideal candidate is someone with a proactive mindset, strong problem-solving abilities, and a genuine interest in learning and technology.

You will bring the following attributes:

• Initiative and Resourcefulness: Proactive in identifying opportunities, taking action, and navigating unfamiliar challenges.

• Critical Thinking and Judgement: Able to assess situations, evaluate information, make informed decisions, and recognise when to seek guidance.

• Curiosity and Willingness to Learn: Naturally inquisitive, comfortable asking questions, and eager to understand how systems, processes, and technology work.

• Accountability and Ownership: Takes responsibility for assigned tasks, follows through on commitments, and remains focused on finding effective solutions.

• Communication and Interpersonal Skills: Confident in communicating clearly, building rapport with customers, and maintaining professionalism when handling challenging situations.

• Adaptability and Technical Aptitude: Open to feedback, comfortable learning new software and digital tools, and enthusiastic about exploring emerging technologies.

What We're Looking For

We are particularly interested in candidates who demonstrate the right attitude, initiative, and learning mindset. A background in customer service, administration, technical support, or a related field may be advantageous, but previous SaaS or technology experience is not required.