Customer Support Specialist

Atlas - the Recruitment Platform; Philippines; Remote; PHP 350,000 - 520,000; Full time

Job summary

Atlas - the Recruitment Platform is seeking a Customer Support Specialist to ensure customers get the best experience from the platform. You’ll be the first point of contact, helping users solve problems, understand the product, and gain more value from Atlas.

This role is built for proactive support, collaboration with Product and Engineering, and a fast-growth startup mindset. You’ll engage customers, resolve issues, and contribute to ongoing improvement in a globally distributed team.

Qualifications

• 3+ years of customer support experience for SaaS/B2B software or similar.
• Near fluency in English and clear written communication.
• Thrives in fast-growth startup environments and adapts quickly.
• Self-directed learner; comfortable using AI tools to enhance output.
• Familiarity with Intercom or Loom is a plus.

Responsibilities

• Handle day-to-day customer questions and issues via our service desk stack (Intercom).
• Proactively share tips and best practices to help customers derive more value from Atlas.
• Join video calls when needed to resolve complex issues.
• Capture product feedback and reproduce steps for bug reporting with the engineering team.
• Emphasize urgency and deliver fast, high-quality responses.

Skills

Customer support experience

English fluency

Startup mindset

GPT tools usage

Tools

Intercom

Loom

Job description

Most recruitment software belongs in a museum. Forms. Fields. Endless admin. 10 different suppliers to manage your end to end process because your CRM doesn't care about you or the holes in their offering. Then someone glued an AI button on the side and called it innovation. Atlas took a different approach. We started with AI and rebuilt the CRM from first principles so recruiters spend less time feeding software and more time doing their actual job. We’re a globally distributed team hired on ability, not postcode, taking on an $18bn market that hasn’t had to defend itself for far too long.

About the role

We're hiring a Customer Support Specialist to ensure Atlas customers get the best possible experience from the platform. You'll be the first point of contact for users, helping them solve problems quickly, understand the product, and ultimately get more value from Atlas.

This is more than a reactive support role. You'll proactively engage with customers, identify ways to improve their experience, and work closely with our Product and Engineering teams to turn customer feedback into action. As Atlas grows, you'll play an important role in keeping our customers happy, engaged, and excited to use the platform.

What you'll be doing

Once someone signs up with Atlas, it's your job to ensure a great customer experience.

• Support customers day-to-day by handling questions and issues through our service desk stack (primarily Intercom), often using short Loom videos to explain solutions clearly.
• Proactively engage with users by sharing tips, best practices, and quick check-ins that help them get more value from the platform.
• Jump on video calls when needed to resolve more complex issues that are difficult to solve via chat.
• Collaborate with the Product and Engineering teams by capturing feedback and flagging bugs with clear, concise reproduction steps.
• Work with urgency-our customers rely on Atlas to do their jobs, so fast, high-quality responses are a must.

Your outcomes

• Increased number of active users on the platform.
• High customer satisfaction (CSAT) scores.
• Rapid first-response and resolution times.
• Consistently “happy customers” who become Atlas advocates.

Who you are

• At least 3 years of customer support experience for a software or SaaS B2B product. This isn't simple software such as online marketplaces but rather complex B2B systems such as CRMs.
• Near fluency in English. You’re comfortable drafting clear, friendly messages or using GPT tools to polish them.
• You thrive - or are excited to thrive - in a fast-growth, start-up environment and can articulate why.
• You prefer learning by doing and don’t need a rigid training programme.
• You believe that generative AI is the next dot-com era and have likely experimented with small AI projects for fun.
• Familiarity with Intercom or Loom is a plus.

What we offer

• Above-market salary.
• Quarterly All-Company Meet-ups (so far in 2026 we've done Val Thorens, Bosnia, Athens).
• Access to the latest and greatest tooling and an unparalleled freedom to experiment.

Atlas is an equal opportunity employer. We are committed to building a diverse and inclusive team.