Customer Support Specialist – SAAS

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

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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Staff Domain

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📦 Logistics

🏥 Healthcare

📣 Marketing

Logistics • Healthcare • Marketing

Staff Domain is a company dedicated to helping individuals build fulfilling careers by providing a dynamic and supportive work environment. With offices in various locations including Australia, the United States, the Philippines, and South Africa, Staff Domain focuses on connecting job seekers with opportunities that align with their personal and professional goals.

📋 Description

• 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