Remote Enterprise AI Support Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 840,000; Full time

Job summary

Haast is seeking a dedicated customer support professional based in the Philippines to serve enterprise clients using our AI-powered platform. You will own the customer experience beyond issues, translating engineering updates into clear customer communication and ensuring timely responses across US ET and Australian mornings.

You will manage tickets end-to-end, document recurring issues, and help build self-serve knowledge. This is a fully remote role with global impact and growth opportunities.

Qualifications

• 3+ years in customer support, customer success or operations within SaaS or AI product environments.

Responsibilities

• Write all customer-facing updates on bugs and requests with clear, actionable language.
• Set and manage timelines for fixes and communicate realistic expectations.
• Triaging tickets: reproduce, assess severity, scope, and classify as bug, config, training gap or feature request.
• Escalate with complete reproduction data to engineering and track to closure.
• Maintain runbooks and contribute to customer-facing knowledge base.

Skills

SaaS support

Enterprise comms

Independent work

Process mindset

AI fluency

Job description

Haast is seeking a dedicated customer support professional based in the Philippines to serve enterprise clients using our AI-powered platform. You will own the customer experience beyond issues, translating engineering updates into clear customer communication and ensuring timely responses across US ET and Australian mornings.

You will manage tickets end-to-end, document recurring issues, and help build self-serve knowledge. This is a fully remote role with global impact and growth opportunities.