Remote B2B SaaS Support Specialist (Tier 1) EST Hours

SupportNinja

Philippines

Remote

PHP 279,000 - 502,000

Full time

5 days ago

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Benefits offered by this job

Day 1 Health Coverage (HMO)

Dependent coverage

Life insurance

Retirement savings plan

Remote work

US EST aligned schedule

Job summary

SupportNinja is seeking a Technical Support Representative to provide Tier 1 technical support for a US B2B SaaS platform, from a remote Philippines-based team, delivering real-time problem resolution via live chat and email.

You will configure core features, guide customers through audiences, newsletters, and other settings, log all interactions in the CRM, triage tickets, and collaborate with product and engineering to reduce friction while maintaining KPIs.

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 with non-technical audiences.

Responsibilities

Omnichannel Tier 1 technical support via live chat and email for B2B customers.
Guide clients on platform functionality and core features configuration.
Troubleshoot using knowledge bases and client documentation.
Triaging tickets and routing complex issues to Tier 2 teams.
Document all interactions in a CRM and follow up post-resolution.
Collaborate with colleagues on Slack and relay customer feedback to product/engineering.