Customer Support Specialist

Customer Support Specialist - Philippines Department: Customer Support Employment Type: Permanent Location: Remote Philippines Compensation: ₱382,000 - ₱975,000 / year Description We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world‑class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you have high emotional intelligence, love learning new technology, are great at problem‑solving, and know exactly how to delight customers at every interaction, we want to hear from you You'll join a tight‑knit, highly committed & growing team that’s passionate about helping customers reach their business goals. We’re eager to lean in when it comes to growing our product and our customer base. Like our customers, our team is global, and we enjoy a remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on. This role joins our Night‑shift team, primarily serving customers in the APAC region. What You'll Do Deliver best‑in‑class live chat customer support in a timely manner Use expert problem‑solving ability and resourcefulness to provide our users with the answers they need Apply critical thinking to troubleshoot technical issues Collaborate with Product and Engineering teams to resolve issues/bugs Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon Ensure customers are well‑supported and educated at every interaction Provide professional and friendly insights to customers when solving their problems Contribute to the success of our department by suggesting improvements to our processes and our product Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers at every step of the way What You'll Bring You have 2+ years in a similar customer support role for a SaaS (Bonus if B2B) You have advanced written communication skills You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience You have excellent rapport‑building ability with both customers and teammates You’ve got a proven track record of meeting or exceeding common customer support metrics You have the ability to multitask and handle multiple customer inquiries simultaneously You’re strong at problem‑solving and you have the ability to think critically when addressing tasks You have the ability to show empathy, tactfulness, and diplomacy when interacting with others If you have experience with SEO and/or digital marketing, this would be highly preferable, including common digital marketing channels Familiarity with SaaS platforms and related technologies Benefits and Perks Comprehensive single‑coverage health and dental insurance through the Global Allianz Bronze program (premium fully paid by AgencyAnalytics) 5 vacation days per year as required by law, topped up by AgencyAnalytics to 20 vacation days and 10 sick days annually $100 CAD/month wellness and fitness benefit $50 CAD/month internet reimbursement $15 CAD/month (up to $180 CAD/year) for books or audio subscriptions $1,000 CAD/year professional development budget $500 CAD home office setup allowance Employment Terms 90‑day probation period 30 days’ notice required for termination Severance: 1 month for employees under 1 year of service 1 month per year of service for employees with over 1 year Accrued and unused vacation is paid out upon termination Prorated 13th‑month salary #J-18808-Ljbffr