Customer Support Specialist – SAAS
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Job Description
Customer Support Specialist supporting Fergus SaaS customers across phone, email, chat, and tickets. Troubleshooting product issues and improving self-service content from the Philippines.
Responsibilities:
- Handle frontline customer enquiries across phone, email, live chat, and ticket channels
- Own the full support ticket lifecycle from triage through resolution, follow-up, and closure
- Diagnose technical and non-technical product issues using structured problem-solving
- Communicate root causes clearly to customers at their level of technical literacy
- Collaborate with Sales, Customer Success, Marketing, Product, and Engineering
- Use HubSpot, Intercom, FIN, and Fergus product data to manage the support pipeline
- Use approved AI tools to draft communications, summarise session notes, and identify recurring issue patterns
- Review AI-generated outputs for accuracy and tone before customer delivery
- Stay current with emerging support and customer success tools
- Share efficiency and contact-volume reduction suggestions with the Customer Support Lead
- Produce and maintain Help Centre articles, videos, and product images
- Test product workflows and sample datasets and provide structured findings to Engineering
- Identify customer-feedback patterns indicating product gaps, usability issues, or training needs
- Contribute voice-of-customer input to the product roadmap
Requirements:
- 2+ years' experience in a customer-facing role, ideally within a SaaS or technology environment
- Experience using help desk tools, CRM systems, and workflow automation platforms such as HubSpot and Intercom
- Comfortable using AI tools such as Claude, ChatGPT, Microsoft Copilot, and Gemini in a work setting
- Understanding of where AI tools help and where they do not
- Ability to write and edit internal knowledge base content and customer-facing Help Centre articles
- Interest in SaaS, workflow tools, or field service industries desirable
- Degree-level education or equivalent professional experience desirable
- Comfortable using AI tools daily for drafting responses, summarising session notes, and retrieving knowledge base content
- Able to review AI output before sending it to customers
- Uses only Fergus-approved tools for handling customer data
- Strong problem-solving skills
- Customer-centric thinking
- Outcome-oriented decision making
- Strong interpersonal skills
- Organisational discipline
- Written communications skills
Benefits:
- HMO, Dental, and Life Insurance for you and one free dependent from day one
- Option to enroll additional dependents
- Birthday, Vacation, Medical, and Maternity paid leaves
- Up to 6 Vacation Leaves convertible to cash on anniversary
- Employee engagement activities including Year-End Party, Family Day, and Team Building
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