Customer Support Specialist (SaaS)

Location: Philippines; remote, with flexible hours covering the APAC timezone, occasional weekend work, occasional in-person work, and occasional travel within the region

Company

hirify.global is a growing SaaS startup developing a crew logistics platform for global shipping and travel operations.

What you will do

• Run remote user onboarding sessions and calls for new APAC accounts and support early adoption during pilot rollouts.
• Triage and resolve customer requests through live chat and email during APAC hours.
• Diagnose product issues and perform operational setup, including creating users, assigning vessels, and creating and assigning ports.
• Escalate bugs to Engineering with clear reproduction steps and keep customers informed through resolution.
• Coordinate with Customer Success Managers and travel partners, sharing account-level customer sentiment and recurring issues.
• Create and maintain help-centre articles, onboarding materials, and saved replies.

Requirements

• 2–4 years of experience in customer support, customer success, or technical support, ideally in B2B SaaS.
• Experience running user onboardings, trainings, or product walkthroughs for business customers.
• Confident technical troubleshooting, including reading error messages and identifying issues before escalation.
• Clear, warm written and verbal customer communication, including with frustrated users and customers resistant to changing established workflows.
• Ability to manage a support queue against response times while maintaining quality.
• Good independent judgement when resolving issues, escalating them, and maintaining progress across time zones.
• Ability to turn recurring questions into improved help content and learn support, ticketing, documentation, and project-tracking tools quickly.
• Energy, initiative, and composure in a growing company; experience or interest in early-stage or growth-stage startups.
• Based in the Philippines, comfortable covering APAC hours, occasional weekend work, and occasional regional travel.
• Fluent English required; other languages are a plus.

Nice to have

• Maritime, marine crewing, shipping, or travel industry experience.
• Additional language skills.

Culture & Benefits

• Work on a global crew logistics challenge at the intersection of shipping and travel.
• Join an international, mission-oriented, supportive, and collaborative team.
• Access leading-edge AI tools for all team members.
• Receive support and a budget for learning and development.
• Work remotely with flexible APAC coverage, occasional weekend work, and regional travel requirements.