Customer Support Specialist (SaaS)

Location: Manila, Philippines; hybrid with onsite attendance as required. Hours: 10:30 PM to 7:30 AM Manila time, covering US Mountain Time.

Company

hirify.global is a global RegTech company providing AI-powered SaaS regulatory intelligence solutions for financial institutions.

What you will do

• Investigate, qualify, and troubleshoot product issues while providing expert technical and product support.
• Maintain deep platform knowledge, demonstrate key functions, advise on best practices, and document solutions in the knowledge base.
• Manage customer expectations, retention risks, escalations, and service-level commitments through clear and timely communication.
• Build cross-functional relationships with Support, Product, Engineering, and Customer Success to resolve complex cases.
• Identify support patterns and translate customer requirements, feedback, and priorities into product and process improvements.

Requirements

• Some experience in a customer-facing support role, preferably supporting enterprise customers; SaaS experience is a bonus.
• Experience supporting complex systems and applications, with the ability to explain technical details in a friendly and professional way.
• Previous experience or knowledge of APIs.
• Ability to build collaborative relationships across teams and communicate effectively with customers, stakeholders, and colleagues.
• Strong ownership, commitment to excellent customer service, accuracy, organisation, and timely delivery.
• Confidence presenting complex problems or unwelcome messages to clients and stakeholders.
• Comfort working in a fast-paced, rapidly changing environment.
• Ability to work a US-aligned night shift covering the Mountain time zone.

Nice to have

• Previous experience or knowledge of compliance.
• Background in FinTech, SaaS, or regulatory and financial services.

Culture & Benefits

• Meaningful work helping financial institutions navigate regulatory change.
• Expert-level exposure to a complex regulatory intelligence platform.
• Collaboration with global colleagues across Support, Product, Engineering, and Customer Success.
• Customer insights directly influence product and process improvements.
• Opportunities to take on increasing responsibility and ownership as expertise develops.
• Focus on team learning, support best practices, customer satisfaction, and continuous improvement.

Hiring process

• Submit a resume detailing relevant experience and interest in hirify.global.