# Customer Support Specialist (AI SaaS Platform) (BBS887)

**Company:** [Hire Overseas](https://jobs.workable.com/companies/cvRB9R7vtuSYbz8sUcfYEC.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Brains and Brands

[Apply for this job](https://jobs.workable.com/view/b6ca653a-5f14-486a-85e4-557e85890b38)

## Description

We're looking for a **Customer Support Specialist** to deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You will handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience across a global user base.

This role is open to candidates based in the Philippines, with availability to overlap with the team's required working hours as determined by our client.

**Why You'll Want to Join**

\- Paid bi-monthly (every 15th and 30th)

\- Paid Time Off per company policy

\- Observance of Holidays per company guidelines

\- 100% remote setup

\- Opportunity to support a global customer base

\- Work inside a fast-moving AI-focused environment

**What You'll Work On**

**Customer Support Across Channels**

\- Manage and respond to inbound support requests through email and internal tools

\- Provide clear, empathetic, accurate responses to technical and non-technical users

\- Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios

\- Escalate complex or urgent issues to product and engineering teams

\- Support real-time inquiries inside community spaces such as Discord

**Documentation and Insights**

\- Identify recurring questions, bugs, and product gaps and document them clearly

\- Contribute updates to help center articles, troubleshooting guides, and internal documentation

\- Provide structured feedback to cross-functional teams on customer sentiment and usability

**Internal Collaboration**

\- Work with engineering, product, and operations teams to close support loops

\- Share insights that improve onboarding, documentation, and user experience

\- Help refine internal support systems, workflows, and templates

**What You Bring**

\- 2 to 3 years of experience in customer support, ideally within SaaS or technical environments

\- Strong written English with a clear, concise, customer-centered communication style

\- Ability to manage multiple tickets or conversations simultaneously without losing accuracy

\- Comfortable using tools such as Plain, Intercom, Zendesk, or similar platforms

\- Tech-curious and able to learn APIs, integrations, or workflow systems quickly

\- Availability to meet the required working-hours overlap

**Nice to Have**

\- Experience supporting developer tools, AI products, or community-based support environments

\- Prior experience supporting customers across multiple time zones

**How to Apply**

Please include:

1\. Your **updated resume**

2\. A **short Loom video (1 to 2 minutes)** introducing yourself and describing your experience supporting SaaS or technical products

**Only candidates who submit a Loom video will be moved to the next step of the hiring process.**

**Application Process Overview**

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1.  **Initial Application** - Submit your application and complete our prequalifying questions
2.  **Video Introduction** - Record an video introduction to showcase your communication skills and work experience
3.  **Role-Specific Assessment** - Complete a homework assignment tailored to the position (if applicable)
4.  **Recruitment Interview** - Initial screening with our talent team
5.  **Executive Interview** - Meet with senior leadership to discuss role alignment
6.  **Client Interview** - Final interview with the client team you'd be supporting
7.  **Background & Reference Check** - Professional reference verification
8.  **Job Offer** - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.