SaaS Customer Support Associate — Hybrid (Makati)

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO

13th Month Pay

Work From Home Allowance

Group Life Insurance

Job summary

CloudPay is seeking an Associate Customer Support Specialist in the Philippines. You will be the first point of contact for clients, troubleshooting payroll and payment processes, and guiding users through platform features.

Proven customer service experience in a B2B or SaaS setting is preferred. You will work in a hybrid model with 4x/month in Makati, and you will collaborate with cross-functional teams to ensure high customer satisfaction.

Qualifications

• Proven experience in customer service or support in B2B or SaaS environments.
• Ability to explain technical concepts clearly to non-technical users.
• Strong analytical and problem-solving skills with attention to detail.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat within SLAs.
• Provide accurate information on payroll and payment solutions.
• Diagnose and resolve platform issues or escalate to senior teams as needed.
• Guide customers through processes like navigating the platform and generating reports.
• Document interactions and resolutions in the CRM system.
• Collaborate with implementation, product, and finance teams to ensure smooth experience.

Skills

Customer service

Communication

Teamwork

Problem-solving

Tools

Salesforce

Zendesk

Microsoft Office

Job description

CloudPay is seeking an Associate Customer Support Specialist in the Philippines. You will be the first point of contact for clients, troubleshooting payroll and payment processes, and guiding users through platform features.

Proven customer service experience in a B2B or SaaS setting is preferred. You will work in a hybrid model with 4x/month in Makati, and you will collaborate with cross-functional teams to ensure high customer satisfaction.