Customer Support Specialist (AI SaaS Platform) (BBS887)
We're looking for a Customer Support Specialist to deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You will handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience across a global user base.
This role is open to candidates based in the Philippines, with availability to overlap with the team's required working hours as determined by our client.
Why You'll Want to Join
- Paid bi-monthly (every 15th and 30th)
- Paid Time Off per company policy
- Observance of Holidays per company guidelines
- 100% remote setup
- Opportunity to support a global customer base
- Work inside a fast-moving AI-focused environment
What You'll Work On
Customer Support Across Channels
- Manage and respond to inbound support requests through email and internal tools
- Provide clear, empathetic, accurate responses to technical and non-technical users
- Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios
- Escalate complex or urgent issues to product and engineering teams
- Support real-time inquiries inside community spaces such as Discord
Documentation and Insights
- Identify recurring questions, bugs, and product gaps and document them clearly
- Contribute updates to help center articles, troubleshooting guides, and internal documentation
- Provide structured feedback to cross-functional teams on customer sentiment and usability
Internal Collaboration
- Work with engineering, product, and operations teams to close support loops
- Share insights that improve onboarding, documentation, and user experience
- Help refine internal support systems, workflows, and templates
What You Bring
- 2 to 3 years of experience in customer support, ideally within SaaS or technical environments
- Strong written English with a clear, concise, customer-centered communication style
- Ability to manage multiple tickets or conversations simultaneously without losing accuracy
- Comfortable using tools such as Plain, Intercom, Zendesk, or similar platforms
- Tech-curious and able to learn APIs, integrations, or workflow systems quickly
- Availability to meet the required working-hours overlap
Nice to Have
- Experience supporting developer tools, AI products, or community-based support environments
- Prior experience supporting customers across multiple time zones
How to Apply
Please include:
1. Your updated resume
2. A short Loom video (1 to 2 minutes) introducing yourself and describing your experience supporting SaaS or technical products
Only candidates who submit a Loom video will be moved to the next step of the hiring process.
Application Process Overview
Our comprehensive selection process ensures we find the right fit for both you and our clients:
- Initial Application - Submit your application and complete our prequalifying questions
- Video Introduction - Record an video introduction to showcase your communication skills and work experience
- Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
- Recruitment Interview - Initial screening with our talent team
- Executive Interview - Meet with senior leadership to discuss role alignment
- Client Interview - Final interview with the client team you'd be supporting
- Background & Reference Check - Professional reference verification
- Job Offer - Successful candidates receive a formal offer to join the team
Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.
Skills
As published by workable · 5 questions
Basics
First name, Last name, Email, Phone, Address, Photo, Education, Please record a 1-2 minute Loom video introduction using your laptop/desktop in camera only mode, with your face clearly visible and no screen sharing. Once done, share the pubic link below:, Experience, Summary, Resume, Please add your LinkedIn Profile:, Where did you hear about Hire Overseas?, WhatsApp Number (we reach out here for faster coordination and quicker updates):, Email Address, Cover letter, Portfolio, Salary Expectations (monthly in USD), Are you open and comfortable to work in U.S. time zone hours?, How soon are you able to start?, Would you be comfortable using a time-tracking tool during your first two weeks?
Pick from a list (5)
- Have you worked for a Saas company before?
- How comfortable are you troubleshooting technical issues such as reviewing logs, reproducing bugs, or working with API-related questions?
- Which of the following support tools have you worked with? (Select all that apply)
- This role requires daily overlap with the client's working hours outside standard Philippine business hours. Can you commit to a schedule that includes evening or late-night shifts (Philippine time) on a consistent basis?
- Important: Only candidates who provide a Loom video will be considered for the next stage of the hiring process. Do you acknowledge this? *For the Loom video: Make sure your face is visible and the video is recorded horizontally on a laptop or desktop.