Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Resolving technical and product queries for trade businesses using the Fergus platform with an accent on multi-channel front-line support and technical problem-solving. Focus on reducing repeat contacts, improving product experience, and collaborating with engineering to surface product gaps.

Location: Remote (Philippines). Shift schedule: 5:00 AM - 2:00 PM MNL Time.

Company

hirify.global is a technology staffing provider hiring for a SaaS platform focused on trade business management.

What you will do

• Handle front-line customer enquiries across phone, email, live chat, and ticket channels.
• Own the full ticket lifecycle from initial triage through to resolution and closure.
• Diagnose technical product issues and communicate root causes clearly to customers.
• Collaborate with Sales, Product, and Engineering to escalate and resolve customer-reported issues.
• Produce and maintain Help Centre content, including articles, videos, and product images.
• Leverage AI-powered tools to optimize communication and identify recurring issue patterns.

Requirements

• 2+ years of experience in a customer-facing role, ideally within a SaaS or technology environment.
• Experience with help desk tools and CRM systems such as HubSpot and Intercom.
• Proficiency in using AI tools (e.g., ChatGPT, Claude, Gemini) in a professional work setting.
• Ability to write and edit internal and customer-facing technical documentation.
• Must be based in the Philippines to support the required shift schedule.

Culture & Benefits

• Comprehensive HMO, Dental, and Life Insurance for the employee and one free dependent.
• Paid leaves including Birthday, Vacation, Medical, and Maternity leave.
• Cash conversion option for up to 6 vacation days on the work anniversary.
• Regular employee engagement activities, including Year-End parties and Team Building events.