Customer Support Specialist
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Job Description
Customer Support Specialist resolving B2B clients’ SaaS issues for Traild, an AI, automation, and payments infrastructure company. Troubleshooting software and partnering with Product and Engineering to improve finance operations.
Responsibilities:
- Serve as the first point of contact for business clients via email, chat, and phone
- Troubleshoot software issues by asking appropriate questions and working through problems logically with clients
- Walk clients through how Traild works to build their confidence and independence
- Work with Product and Engineering teams to drive issues through resolution
- Own client communication throughout the resolution process
- Identify patterns in recurring issues and provide feedback to improve the product
Requirements:
- 2+ years of experience in a B2B customer support role within a SaaS company
- Experience supporting business clients through real software issues, not only account or billing enquiries
- Warm, clear, and confident communication by phone, email, and online chat
- Ability to think independently, adapt to client needs, and work without a script for every situation
- Technical-level software proficiency and ability to troubleshoot methodically and know when to escalate
- Experience with ERP, accounting, or financial workflow software is a plus, including SYSPRO, Acumatica, IFS, Xero, or NetSuite
- Ability to thrive in a fast-moving startup environment and take initiative
- Based in the Philippines
- Ability to work Australian business hours
Benefits:
- Range of remote, hybrid and flexible working options
- Global team with teams across APAC, NA and EMEA
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