Remote SaaS Customer Success Specialist — AI Tools

Staff Domain Inc; Pampanga; Remote; PHP 223,000 - 357,000; Full time

Job summary

Fergus is seeking a proactive Customer Support Specialist to transform customer problems into success. You will handle inquiries via phone, email, chat, and tickets, owning the full lifecycle from triage to resolution. Collaborate with cross-functional teams to surface patterns and translate them into product feedback.

You'll use HubSpot, Intercom, and Fergus data to manage pipelines and maintain quality. Knowledge of AI tools and strong documentation skills are essential for improving

Qualifications

• 2+ years in a customer-facing role, ideally SaaS or tech.
• Experience with help desk tools, CRMs, and automation platforms like HubSpot and Intercom.
• Comfortable using AI tools (Claude, ChatGPT, Copilot, Gemini) in work settings.
• Ability to write and edit internal knowledge base content andHelp Centre articles.
• Degree-level education or equivalent experience desirable.

Responsibilities

• Handle front-line customer enquiries across phone, email, live chat, and ticket channels.
• Own the full ticket lifecycle from triage to resolution and closure.
• Diagnose product issues and communicate root causes clearly to customers.
• Collaborate with Sales, CS, Marketing, Product, and Engineering to surface issues.
• Leverage CS tools like HubSpot, Intercom, and Fergus data to manage the pipeline.

Skills

Customer support

SaaS experience

HubSpot

Intercom

AI tools familiarity

Documentation writing

Education

Degree-level education or equivalent

Tools

HubSpot

Intercom

FIN

Fergus product data

Job description

Fergus is seeking a proactive Customer Support Specialist to transform customer problems into success. You will handle inquiries via phone, email, chat, and tickets, owning the full lifecycle from triage to resolution. Collaborate with cross-functional teams to surface patterns and translate them into product feedback.

You'll use HubSpot, Intercom, and Fergus data to manage pipelines and maintain quality. Knowledge of AI tools and strong documentation skills are essential for improving