Global SaaS Support Specialist (Remote)

AI Acquisition; Philippines; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Remote-friendly

Global exposure

Growth opportunities

Job summary

AI Acquisition is hiring a Customer Support Representative to join our global support team. You will handle live chat interactions, resolve client queries, and collaborate with Customer Success, Product, and Tech to improve support systems.

You will work in a remote-first, globally distributed environment, supporting clients across multiple regions and time zones while maintaining high standards of communication and empathy.

Qualifications

• 2–4 years in Customer Support, Customer Service, or similar roles
• Experience with live chat or ticket-based support
• Experience in SaaS, PaaS, AI, or tech environments
• Experience working with global teams across time zones
• Experience managing multiple concurrent conversations or tickets
• Strong written English communication skills
• Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)
• Exposure to CRM tools and customer workflows
• Basic understanding of AI tools or automation workflows
• Fluent in English
• Available during Eastern Time business hours

Responsibilities

• Manage live chat and support channels, ensuring fast and accurate responses
• Resolve client queries efficiently while maintaining a high standard of communication
• Escalate complex issues to the appropriate teams when needed
• Maintain professionalism and empathy in all client interactions
• Identify and troubleshoot client issues across platform usage, onboarding, and workflows
• Handle support tickets and follow through until resolution
• Flag recurring issues or bugs to internal teams
• Follow and utilize internal documentation and SOPs effectively
• Contribute to improving FAQs and knowledge base content
• Document new solutions and recurring fixes to support team scalability
• Maintain accurate records of interactions in support systems
• Support internal teams with insights on client feedback and common pain points
• Ensure adherence to SLAs (response time, resolution time, quality standards)

Skills

Live chat support

English communication

Global teams

Time-zone coordination

Multitasking

Tools

Intercom

Zendesk

Freshdesk

Job description

AI Acquisition is hiring a Customer Support Representative to join our global support team. You will handle live chat interactions, resolve client queries, and collaborate with Customer Success, Product, and Tech to improve support systems.

You will work in a remote-first, globally distributed environment, supporting clients across multiple regions and time zones while maintaining high standards of communication and empathy.