Remote Customer Success Ops Lead — Data & Integrations

Traackr; Philippines; Remote; PHP 1,696,000 - 2,198,000; Full time

Benefits offered by this job

Competitive salary

Remote work options

Home office stipend

Health, dental, and life insurance

Open vacation policy

Parental leave

Training and career development

Job summary

Traackr, a remote-first global SaaS company, is seeking a customer support specialist to cover L1 and L2 support and drive data integrations for customers using the Traackr platform.

You’ll collaborate with Customer Success, operations, and data/product partners to resolve issues, train customers, and improve support workflows, ensuring fast, accurate answers and reliable integrations across geographies.

Qualifications

• 2–4 years of related experience in SaaS customer support or operations.
• Experience with tiered L1/L2 support and data integrations.
• Strong data handling and data quality checks.
• Familiarity with APIs, ETL, or data exports a plus.
• Excellent written and verbal communication across geographies.

Responsibilities

• Handle L1 support through the support interface, resolving product and account questions quickly.
• Take on L2 support for deeper issues, reproduce problems and escalate with detail.
• Troubleshoot platform and data issues, including export errors and ingestion problems.
• Support data integration projects from initial request through testing and handover.
• Help customers interpret data for reports and campaigns.
• Run onboarding and training sessions for new customers.
• Track recurring issues and share patterns with product and CS teams.
• Maintain support documentation and internal knowledge resources.
• Collaborate with CS on usage reporting and account projects.
• Assist in improving workflows and testing AI tools to reduce manual work.

Skills

SaaS customer support

Data analysis

Communication skills

Problem solving

Multitasking

Education

Bachelor's degree

Tools

Intercom

Zendesk

SQL

Power BI

Tableau

Job description

Traackr, a remote-first global SaaS company, is seeking a customer support specialist to cover L1 and L2 support and drive data integrations for customers using the Traackr platform.

You’ll collaborate with Customer Success, operations, and data/product partners to resolve issues, train customers, and improve support workflows, ensuring fast, accurate answers and reliable integrations across geographies.