Customer Support Specialist (Remote PH) -
Customer Support Specialist (Remote PH) -
Posted on :
24-07-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
24-07-2025
Job Description
v Customer Support Specialist (Remote - Offshore)
About Us
We are the leading company in the US in our category revolutionizing how mobile apps are built. Our cutting-edge AI technology enables clients to quickly create cross-platform mobile apps using natural language making app development faster and more accessible than ever before. We pride ourselves on innovation efficiency and delivering exceptional user experiences.
We are seeking a proactive and technically savvy Customer Support Specialist to serve as the frontline for our users. This is a crucial full-time remote offshore position open to talented individuals in South Africa or the Philippines. Youll be the primary point of contact for customer inquiries playing a vital role in troubleshooting issues managing product feedback and ensuring a seamless experience for our diverse user base.
The ideal candidate understands the nuances of SaaS and startup environments and is comfortable bridging communication between our users and our engineering team. This role is perfect for someone who genuinely cares about helping users thrives in a fast-paced setting and is excited to support a rapidly growing tech product.
Key Responsibilities
- Frontline Customer Engagement: Respond to customer inquiries efficiently and professionally via email and live chat platforms.
- Issue Resolution & Escalation: Troubleshoot basic and complex technical issues accurately escalate bugs and ensure timely follow-up with customers until resolution.
- Ticket Management & Categorization: Reply to a wide range of support tickets including cancellations refunds and technical inquiries. Meticulously label requests with appropriate tags (e.g. feature request documentation needed bug report).
- Feedback Collection & Reporting: Collect and summarize crucial user feedback for our product and engineering teams passing over important information to founders and engineers to inform product development.
- Documentation & Knowledge Base: Build and maintain internal documentation on common issues FAQs and troubleshooting guides to enhance support operations.
- Support Process Improvement: Continuously track support tickets and identify opportunities to improve our support operations and processes over time.
- Team Collaboration: Collaborate closely with colleagues to ensure a smooth transition of support tasks and contribute to overall team efficiency.
- 1 3 years of experience in tech customer support preferably for a SaaS or mobile product.
- Strong written English (B2 level) and a friendly professional tone.
- Excellent communication skills: Ability to understand complex technical products and communicate clearly and effectively with both non-technical users and engineers.
- Technical Aptitude: You have technical knowledge and can understand technical products even if they are no-code. Any experience with no-code automation tools like Zapier or N8N is highly beneficial.
- Customer-Centric: You genuinely care about users and are dedicated to helping them succeed.
- Organized and Process-Oriented: You can manage multiple tasks track progress meticulously and work efficiently.
- Proactive: You reply quickly and take initiative to resolve issues.
- Familiarity with helpdesk and communication tools like Zendesk Intercom Google Docs Slack Notion Linear or similar platforms.
- Comfortable working in a remote async-first work environment.
- Understanding of U.S. culture and business communication norms.
- Experience working at a US-based or AI-focused startup.
- Background in React Native (if you re a React Native engineer who loves to help people we encourage you to check out our Founding Support Engineer roles).
Employment Type
Full-time
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