Remote Enterprise AI Support Specialist

Haast

Manila

Remote

PHP 2,513,000 - 4,083,000

Full time

14 days+

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Benefits offered by this job

Remote work

Flexible hours

Job summary

Haast is seeking a Customer Support Specialist in the Philippines, working remote with overlap to US Eastern and Australian business hours. You will own the customer experience end-to-end for enterprise AI products, collaborating with success and technical teams to ensure clarity and fast resolution.

You will write updates for customers, manage expectations on timelines, and escalate with complete reproduction data when needed.

Qualifications

3+ years of hands-on experience in SaaS or AI product support.
Experience supporting enterprise customers and driving outcomes.
Ability to operate independently with limited guidance and ownership of results.
Comfort with ambiguity and willingness to help build processes in a young company.
Timezone overlap with US Eastern Time and Australia AEST is required.

Responsibilities

Write all customer-facing updates on bugs and requests with clear status and next steps.
Set and manage expectations on timelines, including communication when a fix is in flight.
Escalate to engineering with complete reproduction steps and business impact.
Track escalated tickets through to closure and communicate resolution to customers.
Maintain internal runbooks for recurring issues and contribute to customer-facing knowledge base.