Customer Support Specialist

TL;DR

Customer Support Specialist (SaaS/RegTech): Investigating complex product queries, troubleshooting technical issues, and improving customer support for an enterprise regulatory intelligence platform with an accent on SLA-driven service, customer advocacy, and cross-functional resolution. Focus on identifying recurring support patterns, translating feedback into product improvements, and advising global financial-services customers on platform best practices.

Location: Manila, Philippines; hybrid setup with onsite work as required by the business. Working hours: US hours, 8:30 PM–5:30 AM Manila time.

Company

A global RegTech product company providing AI-powered SaaS solutions for regulatory intelligence and compliance in financial services.

What you will do

• Investigate and resolve complex product and technical customer queries while meeting SLA requirements.
• Manage escalated cases, customer expectations, and delivery risks in collaboration with cross-functional teams.
• Identify recurring support patterns and recommend product, process, and tooling improvements.
• Translate customer feedback into clear actions for product teams and serve as the internal voice of the customer.
• Maintain deep platform knowledge, advise customers on best practices, and contribute to knowledge-base development.

Requirements

• 3–5 years of experience in customer-facing support, ideally in an enterprise or SaaS environment.
• Technical aptitude with the ability to support complex systems and explain them clearly to non-technical users.
• Strong written and verbal communication skills, including confidence handling difficult messages.
• Ownership, follow-through, adaptability, and the ability to collaborate across teams.
• Availability to work US hours from the Manila hybrid setup, with onsite attendance as required.

Nice to have

• Knowledge of regulatory compliance or financial-services processes.

Culture & Benefits

• Work with AI-powered regulatory intelligence products used by financial institutions worldwide.
• Opportunity to influence customer-service practices and support operations.
• Development pathways toward Senior Customer Support Specialist or Customer Profiling Analyst.
• Continuous learning, collaboration, and an ownership-oriented work culture.
• Competitive compensation and benefits package.