Technical Support Representative

Technical Support Representative (TSR)

Location:
Shaw Blvd, G Business Hub Mandaluyong.

Full-Time | Customer Support | SaaS Industry

Moatable
is seeking a proactive and customer-focused
Technical Support Representative
to join our growing team. As part of a dynamic support organization, you will play a key role in helping users successfully navigate and maximize our flagship SaaS platforms—Lofty—while delivering exceptional customer experience.

About Moatable Inc.

Moatable Inc. (NYSE: MTBL) provides operational expertise, support services, and capital to accelerate growth across our portfolio of SaaS companies. Our businesses—including
Trucker Path
, the #1 app used by North American truckers, and
Lofty
, a leading AI-powered real estate productivity platform—empower professionals through innovative, scalable technology solutions.

We are a meritocracy-driven company built on
trust, integrity, agility, continuous learning
, and a relentless passion for innovation.

Learn more:

Moatable –

Trucker Path –

Lofty –

Role Overview

As a
Technical Support Representative
, you are the frontline expert assisting users via
email, phone, and chat
. Your mission is to diagnose issues, provide effective solutions, and educate clients on product functionality—all while ensuring a seamless and positive support experience.

You will collaborate closely with internal teams, assist with ticket escalations, and act as a bridge between customers and engineering when JIRA tickets are involved.

Key Responsibilities

Customer Support & Issue Resolution

• Provide timely and accurate support to users through
  email, chat, and inbound calls
  .
• Deliver product guidance, troubleshooting, and step-by-step assistance to help customers maximize platform usage.
• Utilize product knowledge, Help Center resources, and Confluence materials to resolve issues effectively.

Ticket Handling & Escalations

• Manage, track, and resolve support tickets with professionalism and urgency.
• Create JIRA tickets when necessary and act as the liaison between clients and technical teams.
• Follow up on open or pending JIRA tickets within
  3 days
  , ensuring timely resolution and communication with clients.

Customer Communication & Follow-Through

• Provide consistent follow-ups for unresolved tickets or ongoing issues.
• Communicate updates and solutions clearly to ensure customer satisfaction.
• Maintain accurate documentation of interactions and resolutions.

Cross-Functional Collaboration

• Coordinate with product, QA, and engineering teams for escalated issues.
• Share insights and feedback from clients to improve platform functionality and user experience.

Sales & Upselling (Occasional)

• Identify customer needs and introduce add-ons or product upgrades when appropriate.
• Support retention and expansion efforts through customer education and product recommendations.

Qualifications

• 1–3 years experience in
  Technical Support
  , Customer Support, or SaaS support roles.
• Strong troubleshooting abilities and a passion for customer problem-solving.
• Excellent communication skills—verbal and written.
• Familiarity with
  ticketing systems
  (JIRA is a plus).
• Experience working with SaaS platforms or CRM tools.
• Ability to multitask, stay organized, and manage priorities in a fast-paced environment.
• Tech-savvy and eager to learn new platforms and workflows.

You'll Thrive Here If You Are:

• Customer-obsessed with high empathy
• Calm under pressure and solution-oriented
• A strong communicator and active listener
• Adaptable, curious, and eager to grow
• A team player who collaborates with transparency and integrity

Why Join Moatable?

• Work with industry-leading SaaS products
• Supportive, innovation-driven culture
• Opportunities for career growth and advancement
• Competitive compensation & benefits
• A team that values initiative, learning, and excellence

If you're passionate about helping users, solving technical challenges, and being part of a company building industry-leading SaaS products—
we'd love to hear from you