Remote APAC Customer Success & Onboarding Specialist

Tilla; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Learning and development budget

Job summary

Tilla, a growing SaaS startup with an international team, is seeking an APAC-focused Customer Success professional based in the Philippines. You will onboard new customers in the region and resolve day-to-day issues, ensuring high-quality interactions and productive use of the platform.

You will run remote onboarding sessions, support pilots, and transform common questions into clear help articles. You will triage requests across live chat and email, diagnose product issues, and escalate bugs

Qualifications

• 2–4 years in customer support, customer success, or technical support in B2B SaaS.
• Experience running user onboardings, trainings, or product walkthroughs for business customers.
• Maritime, travel, or shipping industry context is a strong plus.
• Confident technical troubleshooting: reading error messages and diagnosing issues before escalation.
• Clear, warm customer communication in writing and on calls, even with frustrated users.
• Disciplined queue management to meet response times without compromising quality.
• Good judgment working independently across time zones.
• Habit of turning repeat questions into better help content.
• Comfort picking up new tools quickly (support/ticketing, docs, project tools).
• Energy, initiative, and calm in a growing company environment.
• Experience or interest in early-growth startups.
• Based in Philippines with flexible APAC hours and occasional travel.
• Fluency in English; other languages a plus.

Responsibilities

• Run onboarding sessions and calls for new APAC accounts, mostly remote.
• Support pilot rollouts and monitor early adoption; follow up with users.
• Convert onboarding questions into clear help-centre articles and materials.
• Triage and resolve support requests across live chat and email during APAC hours.
• Diagnose product issues and set up in internal tooling (creating users, vessels, ports).
• Escalate bugs to Engineering with clear reproduction steps and keep customers informed.
• Coordinate with Customer Success and travel partners on cross-team issues.

Skills

Customer success

Onboarding sessions

Technical troubleshooting

Written communication

Queue management

Cross-timezone collaboration

Self-management

Growth-stage startup experience

APAC time coverage

English fluency

Tools

Support platforms

Documentation tools

Project-tracking tools

Job description

Tilla, a growing SaaS startup with an international team, is seeking an APAC-focused Customer Success professional based in the Philippines. You will onboard new customers in the region and resolve day-to-day issues, ensuring high-quality interactions and productive use of the platform.

You will run remote onboarding sessions, support pilots, and transform common questions into clear help articles. You will triage requests across live chat and email, diagnose product issues, and escalate bugs