Remote SaaS Support Specialist - AI Platform

Hire Overseas

Manila

Remote

PHP 360,000 - 540,000

Full time

3 days ago

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Job summary

Hire Overseas is seeking a Customer Support Specialist in the Philippines to deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You will handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience across a global user base.

This role is open to candidates based in the Philippines, with availability to overlap with the team's required working hours as

Qualifications

2–3 years in customer support, ideally SaaS or technical environments.
Strong written English with a clear, customer-centered communication style.
Ability to manage multiple tickets or conversations simultaneously without losing accuracy.
Comfortable using support platforms such as Zendesk or Intercom.
Tech-curious and able to learn APIs, integrations, or workflow systems quickly.

Responsibilities

Manage and respond to inbound support requests through email and internal tools.
Provide clear, empathetic, accurate responses to technical and non-technical users.
Troubleshoot platform issues by reviewing logs and referencing documentation.
Escalate complex or urgent issues to product and engineering teams.
Support real-time inquiries inside community spaces such as Discord.
Identify recurring questions, bugs, and product gaps and document them clearly.
Contribute updates to help center articles and internal documentation.
Provide structured feedback on customer sentiment and usability.
Work with engineering, product, and operations teams to close support loops.
Share insights to improve onboarding, documentation, and user experience.