Customer Support Specialist

SWEEP; Metro Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Sweep seeks a Customer Support Specialist to ensure customers become successful Sweep users. You will address questions, troubleshoot issues, and collaborate with Product, Engineering, Delivery, and Customer Success teams to resolve challenges.

You will help build self-service content, be the voice of the customer, and contribute to CSAT/NPS improvements. Based in the Philippines, you may align onboarding with APAC hours and 09:00–17:00 PH time.

Qualifications

• 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company.
• Demonstrated experience supporting customers using a SaaS product.
• Strong written and verbal communication skills in English.
• Ability to connect the dots, investigate issues thoroughly, and identify the underlying cause of customer problems.
• Strong organizational skills and the ability to manage multiple customer cases simultaneously.
• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.
• Based in the Philippines.
• Willingness to work flexibly during onboarding and transition to APAC support hours when required.
• Availability to work the standard APAC schedule of 09:00–17:00 Philippines Time.

Responsibilities

• Monitor and resolve customer issues, including escalations, technical problems, and incidents.
• Reach out to customers to conduct in-depth investigations and develop a clear understanding of their concerns.
• Collaborate closely with Product, Engineering, Delivery, and Customer Success teams to resolve domain-related questions and technical challenges.
• Contribute to the development and maintenance of self-service content, including knowledge base articles, automated workflows, and AI-powered support tools.
• Act as the voice of the customer within Sweep by gathering, analyzing, and communicating customer feedback across the organization.
• Contribute to the continuous improvement of customer satisfaction and NPS/CSAT performance.
• Identify opportunities to improve customer support processes, workflows, and tools.
• Maintain accurate case documentation and ensure customers receive clear updates and timely follow-up.
• Support customers using a B2B SaaS platform, including customers with complex organizational and reporting needs.
• Participate in onboarding and training sessions that may take place during European/US business hours.

Skills

Customer Support Experience

SaaS product experience

English communication

Cross-functional collaboration

Investigation skills

Tools

Intercom

CRM

Job description

At Sweep, our mission is to empower businesses to become Forever Companies, creating long-term value while reducing environmental impact and improving social performance.

Climate change is the defining challenge of our time, and we believe businesses can drive meaningful change with the right tools and insights. Sweep's platform maps climate and ESG data across entire organizations, enabling companies to track, disclose, and take action. By turning sustainability into a competitive advantage, Sweep helps businesses build better, audit-ready programs that contribute to a more sustainable future.

Together, we can make a difference.

Why This Role

The Customer Support team ensures that our customers have the best possible experience with Sweep— one that is efficient, enjoyable, and supported by reliable, fast, and high-quality responses.

What Will You Be Doing

Your role will be to help customers become successful Sweep users and ensure that the challenges they encounter are managed effectively. You will work closely with teams across Sweep to ensure that customer questions, feedback, and concerns are addressed in a timely and thoughtful manner.

Key Responsibilities

• Monitor and resolve customer issues, including escalations, technical problems, and incidents.


• Reach out to customers to conduct in-depth investigations and develop a clear understanding of their concerns.


• Collaborate closely with Product, Engineering, Delivery, and Customer Success teams to resolve domain-related questions and technical challenges.


• Contribute to the development and maintenance of self-service content, including knowledge base articles, automated workflows, and AI-powered support tools.


• Act as the voice of the customer within Sweep by gathering, analyzing, and communicating customer feedback across the organization.


• Contribute to the continuous improvement of customer satisfaction and NPS/CSAT performance.


• Identify opportunities to improve customer support processes, workflows, and tools.


• Maintain accurate case documentation and ensure customers receive clear updates and timely follow-up.


• Support customers using a B2B SaaS platform, including customers with complex organizational and reporting needs.


• Participate in onboarding and training sessions that may take place during European/US business hours.

What Do You Need to Bring

Qualifications

Glad you asked. This is who we're looking for:

• 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company.


• Demonstrated experience supporting customers using a SaaS product.


• Strong written and verbal communication skills in English.


• Ability to connect the dots, investigate issues thoroughly, and identify the underlying cause of customer problems.


• Strong organizational skills and the ability to manage multiple customer cases simultaneously.


• Ability to explain technical or product-related topics clearly to both technical and non-technical audiences.


• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.


• Based in the Philippines.


• Willingness to work flexibly during onboarding and transition to APAC support hours when required.


• Availability to work the standard APAC schedule of 09:00–17:00 Philippines Time.

A Plus

• Experience supporting enterprise accounts or B2B enterprise customers.


• Experience handling complex customer environments, escalations, or incident management.


• Knowledge of CRM, ticketing, and customer success platforms such as Intercom.


• Experience creating help center content, automated workflows, or AI-assisted support resources.


• Experience working in the climate, ESG, sustainability, or carbon accounting space.


• Mandarin language skills.

Qualities

• Empathetic and people-oriented, with a strong focus on creating a positive customer experience.


• Comfortable building relationships with customers and collaborating across teams.


• Quick to respond while prioritizing quality, accuracy, and thoughtful investigation.


• Open to constructive feedback and continuous improvement.


• Enthusiastic, self-motivated, and able to work with a high degree of autonomy.


• Comfortable working in a growing, international SaaS company.


• Adaptable and comfortable collaborating across time zones and cultures.

What's in it for me

By joining Sweep, you'll be part of a company with a bold vision to change the world. Over the past six years, we've built solid foundations, and now we're ready to think even bigger. Joining us now means playing a real part in that next chapter.

Our hybrid work model, with offices in France (Paris, Montpellier), the United Kingdom (London), and the United States (Denver), gives you the flexibility to balance your personal and professional life while staying genuinely connected with your team.

As a B Corporation, we're dedicated to creating successful businesses that benefit everyone, including society and the planet.