Product Support Specialist

Emitrr; Philippines; On-site; PHP 400,000 - 650,000; Full time

Job summary

Emitrr is a fast-growing SaaS company serving healthcare, seeking a high-ownership Product Support Specialist who can start by managing support and quickly own the product feedback and support process.

This role centers on removing founders from day-to-day support, onboarding, and implementation, and building a best-in-class process. You’ll collaborate with product, engineering, and success teams to drive customer outcomes.

Qualifications

• Prior experience in SaaS product support or customer success.
• Ability to work in chaotic, fast-growth environments.
• Strong written and verbal communication.

Responsibilities

• Collect, track, and organize all customer feedback.
• Build scalable support processes with SLAs and escalation.
• Collaborate with product, engineering, and success teams.
• Onboard and implement personalized for customer goals.
• Hire, train, and manage a support team if required.
• Create playbooks and knowledge bases for faster resolutions.

Skills

Ownership

Independent work

Communication

SaaS support

Customer success

Operations

Job description

We are a super fast-growing SaaS company with 750+ customers, most of whom are in the healthcare space. Our growth has been rapid, and so has the complexity of managing customer feedback, onboarding, and support.

We are looking for a high-ownership Product Support Specialist who can start by managing support but quickly grow into owning the entire product feedback and support process.

Most important outcome of this role: While the JD below mentions the roles and responsibility - the only outcome that matters is - completely removing involvement of the founders from day to day support, onboarding, implementation. If you are able to do that, that is when you will be considered successful in the role. Everything else is good to have.

This is not a typical support role. You will be responsible for:

• Collecting, prioritizing, and delivering customer product feedback
• Building the best-in-class support + product feedback process
• Proactively communicating with customers to understand when they are happy vs. when they’re frustrated
• Bringing structure and calm to the current chaotic post-6 PM IST support window, caused by our rapid growth and lack of formal processes

If you love solving operational chaos and taking complete ownership rather than waiting for instructions, this role is for you.

About the Role

You’ll be responsible for driving a smooth and effective customer experience post-sales, ensuring that we are closing the loop between customers, support, and product.

Key Responsibilities

• Customer Feedback Management
• Collect, track, and organize all customer feedback
• Work closely with the product team to prioritize features and fixes based on customer impact
• Act as the bridge between customers and product to ensure the right priorities are addressed
• Process Building & Support Ownership
• Build a scalable support process to ensure no ticket or query goes unanswered
• Introduce SLAs, escalation frameworks, and quality checks for responses
• Identify recurring customer pain points and proactively solve themCustomer
• Communication & Experience
• Proactively identify customers at risk of churn by monitoring sentiment and usage
• Ensure onboarding and implementation are personalized based on customer goals, not a one-size-fits-all approach
• Work with customers to ensure smooth adoption of the product
• Hire, train, and manage a support team if required
• Build playbooks and knowledge bases for faster resolutions
• Collaborate cross-functionally with product, engineering, and success teams

Who We’re Looking For

We’re not looking for someone who only executes tickets. We need someone who:

• Has super-high ownership and thrives in chaotic, fast-growth environments
• Can work independently with minimal supervision
• Has strong communication skills to influence internal stakeholders and manage customers
• Has prior experience in SaaS product support, customer success, or operations

Why Join Us

• Be part of a hyper-growth SaaS company in the healthcare tech space
• Take complete ownership of a critical function and shape how support and product feedback scale
• Work directly with leadership and product teams to influence what gets built
• A chance to bring calm to chaos while solving real, high-impact customer problems