Customer Support Lead

Philippines Office (Hybrid/On-site)

AU Business Hours (8:30 AM – 5:00 PM AEST)

We're looking for a Customer Support Lead to join our team in the Philippines. This role is key to delivering timely, high-quality support to our customers and partners while driving improvements in customer satisfaction and adoption.

As a Customer Support Lead, you will be the first point of contact for our customers, resolving inquiries and technical issues, managing ticket flows, and ensuring SLA compliance. You'll also contribute to building automation, enhancing our knowledge base, and providing support to our Customer Success team with reporting and client health monitoring.

This is a hands-on role that combines customer service, technical problem-solving, and process improvement.

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Customer Support & Issue Resolution

• Manage, triage, and respond to customer inquiries through support channels.
• Diagnose and resolve first-line technical issues; escalate where necessary while owning communication.
• Document all communications and resolutions in the ticketing system.
• Identify recurring issues and recommend improvements in training, documentation, or product.

SLA Compliance & Ticket Management

• Prioritize and manage tickets to meet SLA targets.
• Monitor and report on support trends, ticket volumes, and resolution times.
• Help refine and automate support workflows across severity levels.
• Provide weekly summaries of ticket activity.

Knowledge Sharing & Technical Assistance

• Write and update knowledge base articles, FAQs, and guides.
• Conduct quarterly audits of the Help Centre to ensure accuracy and relevance.
• Collaborate with Product/Dev teams on documenting new features.

Customer Success Support

• Provide customer health metrics, reports, and usage insights.
• Assist in scheduling and supporting Customer Success meetings.
• Build automation workflows in tools such as Intercom/Hubspot.

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Experience

• 2+ years in SaaS customer support, technical support, or similar roles.
• Experience with SLA management and supporting enterprise or SaaS platforms is a plus.

Skills & Knowledge

• Strong troubleshooting and problem-solving skills.
• Excellent communication skills in English (written & verbal).
• Proficiency in tools like Intercom, Hubspot, Google Suite, and ticketing systems.
• Familiarity with Google Sheets and project management templates is a plus.
• Flexibility to work across time zones (aligned with AU business hours).

Education & Certifications

• Bachelor's degree in IT, Computer Science, or related field preferred.
• Customer service certifications are an advantage.

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• Customer Success Managers – Aligns on customer health, escalations, and onboarding support
• Head of Customer Success – Reports on trends, performance, and customer experience insights
• Product & Engineering – Escalates technical issues and shares feedback on usability or bugs
• Delivery Team – Coordinates on access issues, model delivery questions, and onboarding support
• Partner Manager – Supports partner-related queries and access for shared clients

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• Be part of a global team at a high-growth software company.
• Opportunities for career growth and cross-disciplinary learning.
• Competitive salary and benefits package.
• A supportive, collaborative culture with team-building activities.

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Trendspek is a fast-growing software company delivering world-class solutions for asset inspection and data management. We're passionate about building powerful tools that make complex tasks simple, and we care deeply about ensuring every customer has an exceptional experience with our platform.

You'll be working for a leading Australian startup. We have a permanent office in Angeles, Pampanga, and we treat you like one of the family. Your experience and your ideas matter.

We're a small, committed team that believes in quality over quantity, and values genuineness and community. We have fun together, and value work-life balance.

• WFH/Office Hybrid Set up
• Monday to Friday Schedule
• AU Holidays Paid
• Equipment such as laptop etc are given by the company
• HMO after 1 year in the company
• Paid leaves starting on the 7th month

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If you're passionate about customer service, love solving problems, and want to grow with an innovative software company, we'd love to hear from you