Enterprise AI Support Specialist — Remote (PH) with US/AU Hours

Haast Pty; Philippines; Remote; PHP 500,000 - 900,000; Full time

Benefits offered by this job

Remote flexibility

Job summary

Haast Pty is hiring a Customer Support Specialist in the Philippines, remote with overlaps to US and Australia time zones. You will own the end-to-end customer experience for enterprise clients, translating engineering updates into clear customer guidance and driving issue resolution.

You will coordinate with success and technical teams to ensure timely communication, runbooks, and knowledge base improvements, while supporting data operations and account administration.

Qualifications

• 3+ years of hands-on experience in SaaS or AI product support.
• Experience supporting enterprise customers and navigating complex products.
• Independent operator who owns customer outcomes end-to-end.
• Strong written and verbal communication with stakeholders at all levels.
• Comfortable with ambiguity, learning quickly, and building processes.

Responsibilities

• Write customer-facing updates on bugs and requests with clear status and workarounds.
• Set and manage expectations on timelines when fixes are in flight.
• Provide end-to-end ownership of customer experience during outages or issues.
• Handle user provisioning, config changes, and data operations for customers.
• Triage tickets, reproduce issues, escalate with complete context, and close loops.
• Maintain runbooks and contribute to customer-facing knowledge base.

Skills

SaaS/AI support experience

Enterprise customer support

Strong communication

Independent operator

Problem solver

Tools

CRM systems

Ticketing software

Job description

Haast Pty is hiring a Customer Support Specialist in the Philippines, remote with overlaps to US and Australia time zones. You will own the end-to-end customer experience for enterprise clients, translating engineering updates into clear customer guidance and driving issue resolution.

You will coordinate with success and technical teams to ensure timely communication, runbooks, and knowledge base improvements, while supporting data operations and account administration.