Customer Support Specialist (AI SaaS Platform) (BBS887)

Overseas; Central Visayas; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Paid bi-monthly

Paid time off

Holidays observance

100% remote setup

Job summary

Overseas is seeking 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 fully remote role in the Philippines requires overlapping with the team’s working hours and a proactive, customer-centered communication style to

Qualifications

• 2–3 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.

Responsibilities

• 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.

Skills

Written English

Multi-ticket handling

Time management

Education

2-3 years customer support (SaaS/tech)

Tools

Plain

Intercom

Zendesk

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