Customer Support Specialist I Philippines

Our client is an early-stage SaaS company serving the content creator and food blogger ecosystem. Their marketing automation platform helps food bloggers streamline their audience engagement, including Instagram DM automation and other creator-focused tools. They are passionate about empowering creators to grow their businesses, and they are looking for a Customer Support Specialist to join their team and deliver exceptional service to the users.

As a Customer Support Specialist, you will be the first point of contact for our customers, providing live chat and ticket support, assisting with onboarding migrations, and contributing to our knowledge base. You'll play a key role in ensuring our customers have a smooth experience with our platform, troubleshooting issues related to Instagram integrations, and maintaining high satisfaction levels.

This role requires strong communication skills, empathy, and the ability to work independently while collaborating closely with our product and engineering teams.

WHAT YOU'LL DO

Live Chat & Ticket Support

• Manage daily live chat support via Intercom during West Coast business hours (9 AM – 5 PM PT)
• Respond to customer inquiries, troubleshoot product issues, and escalate complex cases when necessary
• Review Instagram and Meta Business Suite settings to identify and resolve common setup errors
• Triage inbound questions that may be sales-related and route them to the appropriate team
• Maintain timely, clear, and professional communication to ensure high customer satisfaction

Customer Migrations & Data Input

• Assist with customer migrations from other tools by locating recipe links on food blogger sites
• Input and organize content into the client's internal systems
• Follow defined workflows to ensure data accuracy and completeness
• Keep migration trackers updated and accurate

Knowledge Base & Documentation Support

• Update help articles and documentation when bandwidth allows
• Identify recurring customer questions or pain points and suggest improvements to help resources
• Ensure clarity, accuracy, and accessibility in external-facing documentation

Cross-Functional Collaboration

• Communicate with product and engineering teams regarding escalated technical issues
• Collaborate with leadership on workflow updates and process improvements
• Use Slack for daily communication and task coordination
• Share customer insights and recurring themes with the product team to inform development priorities

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients?and?an exceptional work environment for our team members.

We don't do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We're proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements:

Required Qualifications

• 2–3+ years of experience in customer support, live chat, ticketing, or SaaS support
• Experience using Intercom or similar tools (Zendesk, Gorgias, etc.)
• Ability to troubleshoot basic product issues and identify user errors
• Comfortable navigating Instagram and Facebook business settings
• Ability to work West Coast hours (9 AM – 5 PM PT)
• Strong written English skills with a customer-friendly communication style
• High attention to detail and ability to manage repetitive workflows
• Consistent follow-through and ability to learn new systems quickly

Nice-to-Have Qualifications

• Experience supporting SaaS tools for creators, food bloggers, or influencer audiences
• Familiarity with Meta Business Suite, Instagram integrations, or automation workflows
• Background in marketing automation or social media tools
• Experience as a team leader or in a supervisory role within a customer support environment