Remote FinTech SaaS Support Specialist

Topkey; Philippines; On-site; PHP 558,000 - 781,000; Full time

Benefits offered by this job

Remote work

Paid time off

Growth opportunities

Job summary

Topkey is seeking a customer support specialist in a SaaS/fintech context. You will be the first point of contact for property managers, helping them resolve questions, issues, and maximize the platform’s value.

Join a team that collaborates with CS and product to deliver consistently excellent experiences. The role is remote, offers paid time off, and supports meaningful growth alongside a technical team.

Qualifications

• 2+ years in a customer support or customer success role, ideally at a SaaS or fintech company.
• Excellent written and spoken English — clear, professional communication with US-based customers.
• Organized, responsive, and proactive — manages own queue and follows up independently.
• Comfortable breaking down technical issues and explaining them clearly to customers and internal teams.
• Experience with helpdesk or support tools (Plain, Intercom, Zendesk, Linear, or similar).
• Familiarity with financial technology, accounting workflows, or property management software is a strong plus.
• Availability during U.S. business hours
• Works as an independent contractor.

Responsibilities

• Serve as the primary point of contact for inbound customer questions via chat and email.
• Troubleshoot issues with transactions, integrations, card management, and accounting workflows — elevate clearly when needed.
• Document bugs and customer-reported issues in structured, actionable formats for the engineering and CS teams.
• Maintain and improve internal and external help documentation so customers can self-serve common questions.
• Monitor customer health signals and flag at-risk accounts before issues escalated.
• Surface recurring friction points and patterns to help improve workflows at the product level.

Skills

Excellent written and spoken English

Organized and proactive

Explain technical issues clearly

Customer-centric mindset

Independent worker

Tools

Plain

Intercom

Zendesk

Linear

Job description

Topkey is seeking a customer support specialist in a SaaS/fintech context. You will be the first point of contact for property managers, helping them resolve questions, issues, and maximize the platform’s value.

Join a team that collaborates with CS and product to deliver consistently excellent experiences. The role is remote, offers paid time off, and supports meaningful growth alongside a technical team.