Product Support Specialist - SaaS - Philippines (Remote)

PriceLabs; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

PriceLabs is seeking a Product Support Specialist to be the first point of contact for customers in a fast-paced, data-driven SaaS environment. You will handle inquiries, guide customers through product features, and resolve issues with empathy and clear communication.

The role requires 1+ year in SaaS support, a curious, problem-solving mindset, and strong numerical literacy to explain pricing changes and occupancy trends to non-technical users.

Qualifications

• 1+ years of experience in a SaaS customer support role.
• Empathy and patience.
• Curiosity and a problem-solving mindset.
• Numerical literacy and the ability to explain price changes or occupancy shifts to non-technical users.
• Strong verbal, written, presentation and interpersonal communication skills.

Responsibilities

• Take ownership of customer issues and drive resolution.
• Conduct product walkthroughs and provide solutions to queries.
• Research, diagnose, troubleshoot and identify solutions for issues.
• Provide prompt and accurate feedback to customers.
• Record and close all issues properly in the system.
• Answer questions via email, phone, and live video calls.
• Find ways to go above and beyond to help customers.

Skills

Customer support

Empathy

Curiosity

Problem-solving

Communication

Job description

Note:This role is for individuals who reside in and have full work authorisation for the Philippines.

About the Role:

In theProduct Support Specialist role, you will be thefirst point of contact forour customers. You will wear many hats, and your work will have a real impact on the success of PriceLabs’ customers and their business. Ourcustomers love the support and service we provide, and your role will be not only to uphold similar standards but also to set new ones.

Your work directly shapes the product and can evolve intonon-technical opportunitiesacross Sales & Success, Data Analytics, or Marketing as you grow with us in aglobal SaaS environment.

This role would include working from 4:30 a.m. PH time to 1:00 p.m. PH time any five (5) days of the week.

• Taking ownership of customer issues reported and seeing problems through to resolution
• Conducting product walkthroughs and providing resolutions to customers’ queries
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Providing prompt and accurate feedback to customers
• Ensuring proper recording and closure of all issues
• Answering questions over email, phone calls, & live video calls.
• Finding ways to go above & beyond to help customers

About You:

• 1+ years of experience in a Customer support role within a SaaS product organisation
• Empathy and patience.
• Curiosity and a problem-solving mindset.
• Numerical Literacy and Data Fluency:Ability to perform multi-step calculations and explain complex numerical concepts (like why a price changed or why occupancy dropped) to non-technical users.Our product is very math and numbers-heavy!
• Solid verbal, written, presentation, and interpersonal communication skills

About PriceLabs:

PriceLabs is a revenue management solution for the short-term rental and hospitality industry, founded in 2014 and headquartered in Chicago, IL. Our platform helps individual hosts and hospitality professionals optimize their pricing and revenue management, adapting to changing market trends and occupancy levels.

With dynamic pricing, automation rules, and customizations, we manage pricing and minimum-stay restrictions for any portfolio size, with prices automatically uploaded to preferred channels.

Every day, we price over 600,000+ listings globally across 150+ countries, offering world-class tools like the Base Price Help and Minimum Stay Recommendation Engine.

In 2025, we scaled to;

• 600K+ listings
• 160+ integrations
• 300+ globally remote team
• 70K+ customers worldwide
• 40% diversity

Industry awards won:

• SaasBoomi 2021
• The Shortyz 2020
• The Shortyz 2023
• STRive Awards 2025
• STRive Awards 2026

We continue to grow exponentially, backed by a strong team to take us to the next level.

Why join PriceLabs?

• Work with an industry-leading product that has thousands of customers worldwide, and our customers love the product! (NPS in the 70s,Customer reviews here)
• Work with a global team (19 countries and counting) of passionate individuals who accept open communication, empowerment, and a shared focus on customer success.
• We are a remote-first organisation and accept work from home as the norm.

PriceLabs is an equal opportunity employer. We are committed to providing equal opportunity in all aspects of employment. We do not discriminate based on race, colour, religious creed, national origin, ancestry, sex, age, veteran status, marital status or physical challenges.