Senior SaaS Technical Support Specialist

6 days ago

Work from Home, Philippines SpendAble Full time

About us

SpendAble is a leading Australian financial technology solution built for the disability community. We provide a safe, secure way for people with disabilities and their support networks to manage money.

About the role

We are looking for a Senior Technical Support Specialist who is highly technical but enjoys the human side of support. Your focus is providing high-quality resolutions for our users. You do not have to be a coder but be comfortable navigating technical documentation and learning back end operations.

The Progression

We want to ensure a perfect fit for both sides.

  • Phase 1: Part-time (20 hours/week) for onboarding, product training and culture fit testing on both sides
  • Phase 2: Full-time (40 hours/week) permanent role.

What You'll Do

  • Inbound Technical Support: Take ownership of complex user issues via email and phone, diagnosing problems related to transaction flows and platform functionality.
  • Technical Troubleshooting: Use logs, internal dashboards, back end of our platform and our supplier's platform to identify bugs and solve them in most cases (no coding required, but you must be "tech-literate").
  • Fintech Accuracy: Monitor and assist with transaction-related queries, ensuring a high degree of accuracy and security. Attention to detail is key
  • Knowledge Base Growth: Build on our existing knowledge base by creating clear, empathetic "How-To" guides and internal documentation based on resolved tickets (eg Jira).
  • Feedback Loop: Act as the bridge between our customers and our tech team in India to highlight recurring technical friction points.
  • Back end operations: perform banking and card operation tasks to resolve customer issues

Experience Requirements

  • SaaS Technical Support: Minimum 3 years of experience supporting a Software-as-a-Service product.
  • General Support: Minimum 5 years of total experience in customer-facing support roles.
  • Fintech/Banking (Plus): Experience in fintech, consumer finance, or banking is highly preferred. You should understand basic transaction flows and "money-movement" concepts.
  • The "Tech Bar": You are the person people go to when they can't figure out a software setting. You understand how apps talk to each other but don't necessarily write the code yourself.

Benefits

  • Work from Home: 100% remote
  • AU Hours: Enjoy an early-shift schedule that leaves your afternoons free. Some flexibility on when to start and finish.
  • Mission-Driven: Your work directly improves the lives of people living with disabilities.
  • Autonomy & exposure to founders: You will be a solo support specialist working alongside the founding team (who are doing a lot of support now). You will define your priorities to achieve the goal of keeping customers happy.
  • Career Growth: We are a growing startup looking for foundational team members. If you enjoy the customer work, there are projects you could take on in the customer success space.

Job Types: Full-time, Part-time

Pay: Php25, Php50,000.00 per month

Expected hours: 20 – 40 per week

Benefits:

  • Flexible schedule
  • Flextime
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee
  • Work from home

Application Question(s):

  • Do you have any experience working with Australian customers? Are you happy to work Australian hours?

Work Location: Remote

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