Customer Success – Product Support Specialist

Job not on LinkedIn

🔥 9 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• Provide Tier 1 customer and product support through email and in-app chat • Guide customers through dashboards, analytics, reports, data refreshes, exports, account settings, and other platform features • Conduct virtual customer onboarding and product training through Zoom or Google Meet • Gather, clarify, and document customer requirements, feedback, and product enhancement requests • Communicate with U.S.-based business customers, including senior management and executive-level stakeholders • Perform basic troubleshooting of application and platform-related issues • Create, update, prioritize, and monitor customer support tickets • Identify issues requiring advanced technical assistance and coordinate escalations with U.S. and Korea-based teams • Collaborate with internal teams through Slack, Jira, or Linear • Maintain ownership of customer cases through resolution and provide timely status updates • Follow product support procedures and escalation guidelines while helping improve support processes

🎯 Requirements

• At least 3 years of relevant experience in customer-facing product support, technical support, or customer success • Direct experience supporting B2B Software-as-a-Service (SaaS) products • Excellent spoken and written English communication skills • Demonstrated experience supporting SaaS applications • Strong listening, analytical, and problem-solving skills • Ability to understand complex customer requests and accurately document requirements • Ability to communicate technical information clearly to nontechnical users • Ability to coordinate effectively with internal technical or product teams • Comfortable conducting live customer-facing product walkthroughs, virtual onboarding sessions, and user training after receiving platform-specific training • Good organizational skills and attention to detail • Basic IT/helpdesk or application troubleshooting knowledge • Willingness and ability to work U.S. Eastern Time business hours and follow the client's U.S. holiday calendar • Experience supporting U.S. B2B SaaS customers strongly preferred • Familiarity with Zendesk, Intercom, Jira, Linear, and Slack • Experience supporting analytics, reporting, business intelligence, marketing technology, or other data-driven SaaS platforms

🏖️ Benefits

• Work From Home • U.S. holidays based on the client's holiday calendar