Customer Support Specialist
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Job Description
Customer Support Specialist supporting enterprise AI compliance customers from the Philippines. Managing technical support, account administration, ticket triage, and customer communications across US and Australian time zones.
Responsibilities:
- Write customer-facing updates on bugs and requests, including acknowledgements, status, workarounds, and resolutions
- Set and manage customer expectations on timelines
- Escalate issues to the appropriate senior person
- Provision and deprovision users and change roles and permissions
- Make configuration changes on customer instances within defined guardrails
- Perform bulk uploads, data corrections, and exports
- Handle recurring manual customer success tasks using documented procedures
- Provide first responses to inbound tickets within the agreed SLA
- Reproduce issues and triage their severity, scope, and likely cause
- Resolve issues involving settings, permissions, and data corrections where possible
- Escalate complete reproduction cases to engineering
- Track escalated tickets through closure and communicate resolutions to customers
- Maintain internal runbooks for recurring issues and known tasks
- Build customer-facing help documentation and knowledge-base content
- Surface recurring issue patterns and opportunities for self-service to product teams
- Collaborate with customer success and technical teams to provide seamless support coverage
Requirements:
- 3+ years of hands-on experience in customer support, customer success, or operations within a SaaS or AI product environment
- Experience working with enterprise customers navigating technical products
- Ability to operate independently, own outcomes, and work with minimal oversight
- Process-oriented problem-solving approach
- Comfort with ambiguity and learning in a young company with evolving processes
- Ability to cover the overlap between Australian business hours (AEST/AEDT) and US Eastern Time (ET)
- Ability to use AI to create efficiencies in day-to-day work and processes
- Must be based in the Philippines
- Legal right to work in the Philippines required
Benefits:
- Remote flexibility: work from anywhere in the Philippines
- Career growth opportunities in a high-performing, AI-driven environment
- Opportunity to work on a production AI platform trusted by major global institutions
- Work with a high-performing, international team
- Diverse and inclusive workplace commitment
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