SaaS Customer Support Specialist (APAC/Remote)

SWEEP; Metro Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Sweep seeks a Customer Support Specialist to ensure customers become successful Sweep users. You will address questions, troubleshoot issues, and collaborate with Product, Engineering, Delivery, and Customer Success teams to resolve challenges.

You will help build self-service content, be the voice of the customer, and contribute to CSAT/NPS improvements. Based in the Philippines, you may align onboarding with APAC hours and 09:00–17:00 PH time.

Qualifications

• 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company.
• Demonstrated experience supporting customers using a SaaS product.
• Strong written and verbal communication skills in English.
• Ability to connect the dots, investigate issues thoroughly, and identify the underlying cause of customer problems.
• Strong organizational skills and the ability to manage multiple customer cases simultaneously.
• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.
• Based in the Philippines.
• Willingness to work flexibly during onboarding and transition to APAC support hours when required.
• Availability to work the standard APAC schedule of 09:00–17:00 Philippines Time.

Responsibilities

• Monitor and resolve customer issues, including escalations, technical problems, and incidents.
• Reach out to customers to conduct in-depth investigations and develop a clear understanding of their concerns.
• Collaborate closely with Product, Engineering, Delivery, and Customer Success teams to resolve domain-related questions and technical challenges.
• Contribute to the development and maintenance of self-service content, including knowledge base articles, automated workflows, and AI-powered support tools.
• Act as the voice of the customer within Sweep by gathering, analyzing, and communicating customer feedback across the organization.
• Contribute to the continuous improvement of customer satisfaction and NPS/CSAT performance.
• Identify opportunities to improve customer support processes, workflows, and tools.
• Maintain accurate case documentation and ensure customers receive clear updates and timely follow-up.
• Support customers using a B2B SaaS platform, including customers with complex organizational and reporting needs.
• Participate in onboarding and training sessions that may take place during European/US business hours.

Skills

Customer Support Experience

SaaS product experience

English communication

Cross-functional collaboration

Investigation skills

Tools

Intercom

CRM

Job description

Sweep seeks a Customer Support Specialist to ensure customers become successful Sweep users. You will address questions, troubleshoot issues, and collaborate with Product, Engineering, Delivery, and Customer Success teams to resolve challenges.

You will help build self-service content, be the voice of the customer, and contribute to CSAT/NPS improvements. Based in the Philippines, you may align onboarding with APAC hours and 09:00–17:00 PH time.