Customer Support Specialist

Agridence; Singapore; Remote; SGD 45,000 - 63,000; Full time

Benefits offered by this job

Remote work

International team

Job summary

Agridence Pte Ltd. is seeking a Customer Support Specialist to own client help when issues arise. You’ll run the help desk, diagnose problems, and ensure fixes reach engineering as clear, reproducible tickets. This hands-on role shapes how support works, prioritizes issues, and improves responsiveness for Europe and Asia clients.

You’ll join a remote, international team spanning Singapore, the UK, and client markets, contributing to a scalable support function and robust customer experience.

Qualifications

• 2–4 years in technical or application support for a B2B software product.
• Hands-on Jira or similar ticketing tool experience.
• REST API troubleshooting with HTTP status codes and JSON errors.
• Ability to report bugs for engineers to action with minimal follow-up.
• Excellent written communication, able to explain complex issues simply.
• Overlap with Europe/Asia client hours.
• Basic SQL knowledge.
• Familiarity with API testing tools like Postman.
• Experience with HubSpot or similar help desk platform.
• Exposure to supply chain, traceability or compliance software.
• Proven track record of meeting KPIs (FRT, resolution time, CSAT).
• Warm, confident writing style; building rapport remotely.
• Comfort working in a distributed, time-zone spanning team.

Responsibilities

• Run the help desk, triage and track client issues to resolution.
• Troubleshoot root causes, deciding if data, config or product fixes are needed.
• Diagnose API integrations; test connections, read requests/responses, error codes.
• Escalate with clear Jira tickets and follow progress with clients.
• Build a knowledge base with recurring issues and fixes.
• Share patterns with product teams to fix pain points.
• Meet service levels: first response, resolution, CSAT. Close or escalate on time.
• Confirm fixes in production before notifying clients.
• Keep clients informed on status, timelines and outcomes.
• Log root cause, actions and next steps in HubSpot/Jira.

Skills

Jira experience

API troubleshooting

Clear communication

Remote collaboration

Problem solving

KPIs awareness

Attention to detail

Customer empathy

Time management

Tools

Jira

HubSpot

Postman

Job description

Agridence builds software that helps agri-commodity supply chains trade with trust. Buyers, traders and processors of rubber, palm oil, cocoa and coffee use our platform for traceability and compliance, turning regulation such as the EU Deforestation Regulation (EUDR) into practical, day-to-day product. We work from Singapore and the UK with clients across Europe and Asia.

The opportunity

We are looking for a Customer Support Specialist to own how our clients get help when something does not work. You will run our help desk, get to the root of client issues, troubleshoot client API integrations, and make sure that anything needing a fix reaches our engineers as a clear, reproducible ticket.

This is a hands-on role with real ownership. You will shape how support works here: how issues are prioritised, how fast clients hear back, and how recurring problems get fixed for good rather than answered again and again.

What you will do

• Run the help desk. Triage, prioritise and track every client issue through to resolution.
• Troubleshoot to root cause. Work out whether an issue is a data, configuration or product problem, and resolve what can be fixed without code.
• Diagnose client API integrations. Test and debug client connections to our platform, reading requests, responses and error codes to find what went wrong.
• Escalate cleanly. Write Jira tickets our engineers can act on straight away and follow them through with the client via email or calls.
• Build the knowledge base. Turn recurring issues into clear guides for clients and colleagues.
• Feed the product. Share patterns from support with our product teams so the biggest pain points get fixed.
• Meet our service levels. Hit the first-response, resolution and CSAT targets set for the support team, and make sure every ticket is resolved or escalated within the timeframe for its priority.
• Confirm fixes before closing. Check that a fix works in production before you tell the client it’s resolved. No ticket gets closed on an assumption.
• Keep clients informed. Update clients on ticket status, timelines and outcomes before they have to ask.
• Log everything. Record root cause, actions taken and next steps on the ticket in HubSpot and Jira. If it isn’t logged, it didn’t happen.
• Client contact: Most support happens through our help desk and email. You’ll also join client calls when an issue is easier to solve live, or when there’s an update to walk a client through. You’ll work closely with the Customer Success team on client updates and join daily stand-ups to stay aligned on open issues, priorities and account context.

What you will bring

Must-haves

• 2-4 years of experience in technical or application support for a B2B software product.
• Hands-on experience with Jira or a similar ticketing tool.
• Practical REST API troubleshooting: HTTP status codes, JSON and authentication errors.
• Bug reports that an engineer can act on without a follow-up conversation.
• Clear written communication, including explaining technical issues in plain terms.
• Comfort working hours that overlap with clients in Europe and Asia.
• Basic SQL.
• API testing tools such as Postman.
• Experience with HubSpot or a similar help desk platform.
• Exposure to supply chain, traceability or compliance software.
• A track record of working to support KPIs such as first-response time, resolution time and CSAT.
• A warm, confident writer. You communicate warmly and confidently, whether on a call or over email. You build rapport with clients quickly, and people enjoy working with you.
• At ease in a remote, distributed team. You stay aligned and build trust across time zones and cultures without sharing an office.

You do not need any background in agriculture or regulation. We will teach you the domain.

• Real ownership. You will set up how support works, not just work a queue.
• Work that matters. Our clients use the platform to meet new deforestation and sustainability rules across global commodity supply chains.
• Close to the product. Your insight shapes what our product and engineering teams build next.
• Remote and international. A small team working across Singapore, the UK and our client markets. Compensation is competitive; details are shared during the process.