SaaS Support Specialist—Scheduling & Customer Success

Cloudstaff Philippines Inc.; Metro Manila; Hybrid; PHP 480,000 - 800,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Flexible leave credits

PC/Laptop provided

Fiber internet

Job summary

Cloudstaff Philippines Inc. is seeking an Intermediate Advisor to advocate for customers, transforming complex issues into seamless solutions in a fast-paced, distributed global environment.

You will deliver high-quality technical support via live chat and email, guide product implementations (including calendar setup), and collaborate with teams to optimize processes and improve customer outcomes.

Qualifications

• 3–4 years of technical support experience in SaaS environments, including at least 1+ year in a T2 Technical Escalations role.
• Experience with online scheduling tools is highly preferred.
• Strong written communication skills with accurate grammar and fast typing.
• Proven ability to identify root causes in ambiguous situations with sound judgement on billing and account safety policies.
• Team-oriented approach with a dedication to continuous improvement and knowledge sharing.

Responsibilities

• Deliver high-quality technical support via live chat and email, handling routine inquiries to complex consultative scenarios.
• Guide customers through product implementation, including calendar and availability setup, to optimize engagement and outcomes.
• Maintain high standards of quality and productivity in a queue-based environment (live chat focus).
• Collaborate with the team to streamline processes, share knowledge, and participate in mentoring and shadowing.
• Stay current on product updates and policies to provide accurate real-time guidance.

Skills

Technical Support

T2 Escalations

SaaS

Online Scheduling Tools

Technical Communication

Critical Thinking

Collaboration

Flexibility

Tools

CS Platforms

Job description

Cloudstaff Philippines Inc. is seeking an Intermediate Advisor to advocate for customers, transforming complex issues into seamless solutions in a fast-paced, distributed global environment.

You will deliver high-quality technical support via live chat and email, guide product implementations (including calendar setup), and collaborate with teams to optimize processes and improve customer outcomes.