Product Support Specialist - WFO - Angeles City

Cloudstaff Philippines Inc.; Philippines; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Employee Share Units

Health and life insurance

Career advancement opportunities

In-house psychiatrist

International career growth

Lifeworks Wellness program

PC/Laptop and fiber internet

Job summary

Cloudstaff Philippines Inc. seeks a Seasonal Product Support Specialist to be the front line for clients using the Snappy dashboard. You will address technical issues, guide users, and report bugs to product teams while advocating for customers.

You’ll collaborate with Product and R&D to surface feedback and help improve documentation and customer help articles. Strong communication and troubleshooting are essential.

Qualifications

• 1–3 years in a customer support, product support, or technical support role—SaaS or tech platform experience preferred.

Responsibilities

• Respond to a high volume of client questions through chat and email quickly and clearly.

Skills

Customer support

Technical troubleshooting

Communication skills

Zendesk/Intercom

Cross-functional collaboration

SaaS familiarity

Tools

Zendesk

Intercom

Job description

Job Description

We believe in the power of thoughtful gifting to build meaningful connections. Our platform helps companies celebrate employees, clients, and milestones with personalized, tech-enabled gifting experiences. We’re growing fast and looking for passionate, detail-oriented team members to help us deliver exceptional service and delight to our users.

Role Overview

As a Seasonal Product Support Specialist, you’ll be the front line of communication for clients experiencing technical issues or looking for guidance within the Snappy dashboard. Your mission is to ensure every customer interaction is met with empathy, clarity, and efficiency. You'll work closely with our Product and R&D Teams, advocating for users by reporting bugs and surfacing valuable product feedback.

Key Responsibilities

• Respond to a high volume of client questions through chat and email quickly and clearly.
• Help clients navigate the Snappy dashboard and resolve basic technical issues.
• Follow up with clients to make sure their issues are fully resolved.
• Work with the Billing team to help resolve payment, account, and plan setup issues.
• Identify and document technical issues and work with Product and R&D to get them resolved.
• Help update internal documentation and customer-facing help articles.
• Share customer feedback, questions, and feature requests with the Product team.

Qualifications and Requirements

• Qualifications

  • 1–3 years in a customer support, product support, or technical support role—SaaS or tech platform experience preferred.
  • Excellent written and verbal communication skills with a clear, friendly, and professional tone.
  • Strong troubleshooting ability and a knack for explaining complex topics in simple terms.
  • Experience using support platforms like Zendesk, Intercom, or similar tools.
  • Collaborative mindset with the ability to work cross-functionally with product and engineering teams.
  • Passion for creating delightful customer experiences.

Bonus Points

• Experience with Intercom or other CRM systems
• Familiarity with bug-tracking systems (e.g., Jira)
• Experience working with B2B software or enterprise clients
• Interest in product development and user experience

Perks and Benefits

• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Endless opportunities for career advancement
• In-house psychiatrist available to support employees' well-being
• International career growth and connections
• Mental Wellness Employee Assistance program through Lifeworks
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Unlimited cash incentives for hired referrals
• We set you up for success with a company-provided PC//Laptop and fiber internet connection