Customer Support Specialist (AI SaaS Platform)

Hire Overseas; Philippines; Remote; PHP 180,000 - 280,000; Full time

Benefits offered by this job

Bi-monthly pay

Paid time off

Holiday observance

100% remote setup

Global customer base

AI-focused environment

Job summary

Hire Overseas is seeking a Customer Support Specialist to deliver fast, thoughtful, and technically informed assistance for users of a growing AI voice automation platform. You will handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end experience across a global user base.

This 100% remote role is open to candidates based in the Philippines, with working-hours overlap as determined by our client.

Qualifications

• 2 to 3 years of customer support experience, ideally within SaaS or technical environments.
• Strong written English with a clear, concise, customer-centered communication style.
• Ability to manage multiple tickets or conversations simultaneously without losing accuracy.
• Comfortable using tools such as Plain, Intercom, Zendesk, or similar platforms.
• Tech-curious and able to learn APIs, integrations, or workflow systems quickly.
• Availability to meet the required working-hours overlap.

Responsibilities

• 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 on customer sentiment and usability.
• Work with engineering, product, and operations teams to close support loops.
• Share insights to improve onboarding, documentation, and user experience.
• Help refine internal support systems, workflows, and templates.

Skills

Customer support experience

Strong written English

Multitasking

Familiar with support tools

Tools

Intercom

Zendesk

Plain

Job description

We're looking for a Customer Support Specialist to deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You will handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience across a global user base.

This role is open to candidates based in the Philippines, with availability to overlap with the team's required working hours as determined by our client.

Why You'll Want to Join

• Paid bi-monthly (every 15th and 30th)
• Paid Time Off per company policy
• Observance of Holidays per company guidelines
• 100% remote setup
• Opportunity to support a global customer base
• Work inside a fast-moving AI-focused environment

What You'll Work On

Customer Support Across Channels

• 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

Documentation and Insights

• 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

Internal Collaboration

• Work with engineering, product, and operations teams to close support loops
• Share insights that improve onboarding, documentation, and user experience
• Help refine internal support systems, workflows, and templates

What You Bring

• 2 to 3 years of experience in customer support, ideally within SaaS or technical environments
• Strong written English with a clear, concise, customer-centered communication style
• Ability to manage multiple tickets or conversations simultaneously without losing accuracy
• Comfortable using tools such as Plain, Intercom, Zendesk, or similar platforms
• Tech-curious and able to learn APIs, integrations, or workflow systems quickly
• Availability to meet the required working-hours overlap

Nice to Have

• Experience supporting developer tools, AI products, or community-based support environments
• Prior experience supporting customers across multiple time zones