Remote B2B SaaS Support Specialist

SupportNinja; Hinoba-an; Hybrid; PHP 391,000 - 670,000; Full time

Benefits offered by this job

Day 1 Health Coverage

Dependent coverage for 1–2 dependents

Life Insurance & Retirement Savings (4

Remote work setup (Philippines)

US EST-aligned shift

Job summary

SupportNinja is hiring a Technical Support Representative to deliver Tier 1 remote support for a US-based B2B SaaS platform. You will assist clients via live chat and email, guide feature configurations, and resolve basic technical issues with documentation and knowledge bases.

You’ll log interactions in a CRM, collaborate with cross-functional teams, and strive to meet SLAs while working a schedule aligned to US business hours from a remote setup in the Philippines.

Qualifications

• At least 6 months of experience in a dedicated technical support role.
• Direct, hands-on experience supporting B2B SaaS platforms.
• Excellent verbal and written communication; able to explain technical solutions clearly.
• Strong problem-solving and multi-ticket management in a fast-paced environment.

Responsibilities

• Provide Tier 1 technical support via live chat and email for a US B2B SaaS platform.
• Guide users on platform features and configurations including audiences, newsletters, and images.
• Troubleshoot using knowledge bases and client documentation; escalate complex issues to Tier 2 as needed.
• Log all interactions in a CRM and follow up to ensure customer satisfaction.

Skills

Technical support

Communication

B2B SaaS knowledge

Multi-tasking

Tools

Zendesk

Slack

CRM system

Job description

SupportNinja is hiring a Technical Support Representative to deliver Tier 1 remote support for a US-based B2B SaaS platform. You will assist clients via live chat and email, guide feature configurations, and resolve basic technical issues with documentation and knowledge bases.

You’ll log interactions in a CRM, collaborate with cross-functional teams, and strive to meet SLAs while working a schedule aligned to US business hours from a remote setup in the Philippines.