Support Specialist

24 hours ago

Makati City, National Capital Region, Philippines KMC Solutions Full time $30,000 - $60,000 per year
Support Specialist

As a Support Specialist, you'll be at the forefront of helping developers create. On any given day, you'll assist users with a wide range of inquiries — from billing and account questions to general usage support. You'll also play a key role in surfacing what's most important to the Engineering and Product teams, as well as identifying areas of improvement for the Support team itself.

We use tools like Zendesk, Linear, Slack, Stripe, Orb, and the product itself to get the job done. You'll be part of a small, global team of support specialists and engineers united by a mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life.

In this role, you will…
  • Work directly with customers via support tickets to solve account, billing, and product issues
  • Collaborate with the rest of the Support team to tell the story of our users to the rest of the company
  • Directly contribute to the Support Knowledge Base
  • Look for, lead, and ship improvements to how the Support team operates
  • Help onboard new members of the Support team
  • Work a weekend shift, with the expectation that this will be your standard schedule for the foreseeable future
Required Skills and Experience
  • 3+ years of customer support experience
  • Experience with support platforms (Zendesk), payment systems (Stripe), and ticketing workflows
  • Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics
  • Excellent communication skills and the initiative to ask questions when faced with the unknown
Nice to Have
  • Experience in programming
  • Experience with AI tools (Claude, ChatGPT, etc.)
  • Experience using developer platforms or tools
  • Background in B2B SaaS customer success or support
Tools + Tech Stack for This Role
  • Zendesk
  • Stripe
  • Slack
  • Orb
This Role May Not Be a Fit If
  • You prefer predetermined, static processes
  • You need all information laid out before taking action
  • You struggle with demanding users
  • You are uncomfortable speaking up for users

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