Product Advocate (SaaS)

TL;DR

Product Advocate (SaaS): Providing technical and product support to help customers achieve their goals with an accent on troubleshooting complex issues and optimizing support processes. Focus on resolving customer inquiries across digital and voice channels and ensuring adherence to SLAs and CSAT metrics.

Location: Must be a resident of the Philippines, specifically in the Metro Manila area (Onsite)

Company

Leading go-to-market SaaS solution providing sales and marketing teams with verified B2B contact data and engagement tools.

What you will do

• Handle customer inquiries via digital and voice channels to provide technical and product support.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Stay current on product updates, new features, and integrations.
• Analyze customer feedback patterns to inform internal product discussions.
• Ensure customers understand key features aligned with their business goals.
• Maintain SLAs, specifically focusing on resolution time and CSAT.

Requirements

• Minimum 2 years of experience in an entry-level tech Customer Support or Technical Support role.
• Full English fluency (written and verbal).
• Strong problem-solving and troubleshooting skills for complex issues.
• Proficiency with support tools, live chat, and ticketing systems.
• Ability to tailor technical explanations for non-technical audiences.
• Must be based in Metro Manila, Philippines.

Nice to have

• Background in SaaS or technology-focused roles.
• Experience with Jira, Salesforce, and REST API integrations.
• Foundational knowledge of integration and filtering systems.
• Basic programming knowledge.
• Degree in data science or engineering.

Culture & Benefits

• AI-native culture focusing on productivity and automation.
• Environment emphasizing extreme ownership and urgent execution.
• Strong investment in professional growth and autonomy.
• Collaborative, cross-departmental team support.
• Culture that encourages bold ideas and experimental action.