Customer Support Specialist (SAAS) | NZ | WFH

Staff Domain Inc; Pampanga; Remote; PHP 223,000 - 357,000; Full time

Job summary

Fergus is seeking a proactive Customer Support Specialist to transform customer problems into success. You will handle inquiries via phone, email, chat, and tickets, owning the full lifecycle from triage to resolution. Collaborate with cross-functional teams to surface patterns and translate them into product feedback.

You'll use HubSpot, Intercom, and Fergus data to manage pipelines and maintain quality. Knowledge of AI tools and strong documentation skills are essential for improving

Qualifications

• 2+ years in a customer-facing role, ideally SaaS or tech.
• Experience with help desk tools, CRMs, and automation platforms like HubSpot and Intercom.
• Comfortable using AI tools (Claude, ChatGPT, Copilot, Gemini) in work settings.
• Ability to write and edit internal knowledge base content andHelp Centre articles.
• Degree-level education or equivalent experience desirable.

Responsibilities

• Handle front-line customer enquiries across phone, email, live chat, and ticket channels.
• Own the full ticket lifecycle from triage to resolution and closure.
• Diagnose product issues and communicate root causes clearly to customers.
• Collaborate with Sales, CS, Marketing, Product, and Engineering to surface issues.
• Leverage CS tools like HubSpot, Intercom, and Fergus data to manage the pipeline.

Skills

Customer support

SaaS experience

HubSpot

Intercom

AI tools familiarity

Documentation writing

Education

Degree-level education or equivalent

Tools

HubSpot

Intercom

FIN

Fergus product data

Job description

Setup and Location: WFH

Work Schedule: 9:00 AM-6:00 PM (NZ) | 5:00 AM-2:00 PM (PH Time)

Employment Type: Full-time

Ready to do work that actually excites you?

You'll be responsible for turning customer problems into customer success. Trade businesses rely on client to run their day, so when something isn't working, you're the person who makes it right, fast. You'll handle front-line support across phone, email, chat, and ticket channels, resolving technical and product queries with accuracy and genuine care.

You'll partner closely with the Customer Support Lead, Product, and Engineering to surface patterns in customer issues and translate them into actionable feedback that makes Fergus better. You'll be expected to work confidently with the Fergus tech stack (including HubSpot and Intercom) and to use AI-powered tools with sound judgement to improve your speed and quality without compromising the customer experience.

Success in this role is measured by resolution quality, customer satisfaction, and the degree to which your work directly reduces repeat contacts and improves the product experience for our customers.

What You’ll Do

You’ll be the kind of person who:

• Handle front-line customer enquiries across phone, email, live chat, and ticket channels, resolving issues accurately and to satisfactory completion.
• Own the full ticket lifecycle in the support system, from initial triage through to resolution, follow-up, and closure.
• Diagnose technical and non-technical product issues using structured problem-solving, and communicate root cause clearly to customers at their level of technical literacy.
• Collaborate with Sales, Customer Success, Marketing, Product, and Engineering to surface, resolve, and close the loop on customer-reported issues.
• Leverage the full CS tech stack (including HubSpot, Intercom, FIN and Fergus product data) to manage your support pipeline efficiently and deliver a more personalised customer experience.
• Use approved AI-powered tools to assist with drafting communications, summarising customer session notes, and identifying recurring issue patterns to reduce manual effort without compromising quality.
• Always review AI-generated outputs for accuracy and tone before they reach a customer, and only use tools approved by Fergus for handling customer data.
• Stay current with emerging tools relevant to support and customer success; share observations and suggestions with the Customer Support Lead on what could improve team efficiency or reduce contact volume.
• Produce and maintain Help Centre content (articles, videos, and product images) that reduces contact volume and empowers customers to self-serve.
• Test product workflows and sample data sets to verify expected behaviour, feeding structured findings back to Engineering.
• Identify and surface patterns in customer feedback that indicate product gaps, usability issues, or training needs, contributing to the team's voice‑of‑customer input to the product roadmap.

Requirements

What You Bring

We’re looking for someone with:

• 2+ years' experience in a customer-facing role, ideally within a SaaS or technology environment.
• Experience using help desk tools, CRM systems, and workflow automation platforms such as HubSpot and Intercom.
• Comfortable using AI tools (e.g. Claude, ChatGPT, Microsoft Copilot, Gemini) in a work setting, with an understanding of where they help and where they don't.
• Ability to write and edit documentation, including internal knowledge base content and customer-facing Help Centre articles.
• Interest in SaaS, workflow tools, or field service industries desirable.
• Degree-level education or equivalent professional experience desirable.

Highlighting the key technical, language and job-related skills required

• Customer Relationship Excellence: Builds and maintains strong relationships with trade business customers by responding with empathy, accuracy, and follow-through. Understands the urgency of support for customers whose livelihoods depend on Fergus working.
• Technical Troubleshooting: Diagnoses product issues systematically, using structured logic to identify root cause. Communicates technical findings clearly to non-technical customers without jargon.
• Written & Verbal Communication: Produces clear, accurate, and appropriately toned written responses across all support channels. Adapts style to the customer's technical literacy and emotional state.
• Product & Tech Stack Proficiency: Works confidently in HubSpot, Intercom, and related CS tooling to manage pipeline and deliver personalised support.
• AI Usage & Application: Applies AI tools to support work with sound judgement and appropriate human oversight.
• Baseline (required): Comfortable using AI tools daily for drafting responses, summarising session notes, and retrieving knowledge base content. Knows when AI output requires human review before sending to a customer, and only uses tools approved by Fergus for handling customer data.
• Intermediate (strongly preferred): Uses AI to identify patterns across support tickets, generate first‑draft Help Centre articles, and accelerate diagnosis of recurring issues. Provides structured feedback to the team on where AI tooling performs well and where it falls short.
• Advanced (desirable): Contributes to evaluation of AI‑assisted support tooling (including chatbot accuracy and deflection quality) and identifies opportunities to automate repetitive support workflows or improve self‑service content.

Competencies Required

• Problem Solving
• Customer-Centric Thinking
• Outcome-Oriented Decision Making
• Strong Interpersonal Skills
• Organisational Discipline
• Written Communications