Customer Support Specialist

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Traild

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

☁️ SaaS

💳 Fintech

🤝 B2B

💰 Seed on 2019-02

SaaS • Fintech • B2B

Traild is a B2B SaaS company that provides accounts-payable automation and integrated payment solutions for businesses. Its platform automates invoice capture, coding, PO matching, approvals, vendor verification, e-invoicing, and statement reconciliation while embedding AI-driven fraud and error detection. Traild Pay enables secure, multi-currency payments and a vendor portal, and the product offers deep, plug-and-play integrations with leading ERPs (NetSuite, SAP Business One, Acumatica, Xero, MYOB, IFS, SYSPRO). The company emphasizes fraud-prevention-first design, real-time ERP visibility, and industry-specific handling for sectors like manufacturing, construction, healthcare, distribution, agriculture, and energy.

📋 Description

• Serve as the first point of contact for business clients via email, chat, and phone • Troubleshoot software issues by asking appropriate questions and working through problems logically with clients • Walk clients through how Traild works to build their confidence and independence • Work with Product and Engineering teams to drive issues through resolution • Own client communication throughout the resolution process • Identify patterns in recurring issues and provide feedback to improve the product

🎯 Requirements

• 2+ years of experience in a B2B customer support role within a SaaS company • Experience supporting business clients through real software issues, not only account or billing enquiries • Warm, clear, and confident communication by phone, email, and online chat • Ability to think independently, adapt to client needs, and work without a script for every situation • Technical-level software proficiency and ability to troubleshoot methodically and know when to escalate • Experience with ERP, accounting, or financial workflow software is a plus, including SYSPRO, Acumatica, IFS, Xero, or NetSuite • Ability to thrive in a fast-moving startup environment and take initiative • Based in the Philippines • Ability to work Australian business hours

🏖️ Benefits

• Range of remote, hybrid and flexible working options • Global team with teams across APAC, NA and EMEA