Tech and AI Support Specialist

About the Company

Our client is a fast-growing digital health company helping specialist medical doctors focus on care, not paperwork. Their AI-powered tools streamline clinical documentation and patient communication, enabling clinicians to spend more time with patients.

They pride themselves on 'white glove', high-quality customer support. With hundreds of clinics across multiple countries using their product every day, they're scaling their support team to ensure every user feels supported, heard, and confident.

About the Role

As Customer & Tech Support Specialist, you'll be part of the company's new centralised Support function, responsible for empowering the company's Customer Success team by rapidly troubleshooting and resolving customer issues. You'll be the front line for any customer need — and will ensure every interaction is handled efficiently, empathetically, and with technical precision.

This is a hands-on role ideal for someone who loves solving problems, understands SaaS or digital platforms, and thrives in a collaborative, fast-moving environment.

Responsibilities

Support Delivery

• Manage inbound requests via HubSpot Help Desk, leveraging both Aircall and Medow's centralised support email address.
• Triage, categorise, and resolve support tickets across areas such as:
• Tech integration setup and issues
• Investigating AI issues, incl. incorrect or missing outputs, mismatched tone and style
• Audio or microphone setup
• Platform navigation and bug reports
• Third-party provider issues
• Maintain and follow defined SLAs, including:
• First response time for email and phone
• Regular progress updates depending on ticket priority (P1–P4)
• Escalate complex technical or product issues to the relevant internal teams (Engineering, AI, or Product).

Knowledge Base & Continuous Improvement

• Identify recurring issues and propose solutions or workflow improvements.
• Partner with the Product and Customer Success teams to surface insights that inform feature improvements.
• Maintain and contribute to Medow's Knowledge Central (Notion), ensuring guides and troubleshooting steps are accurate and current.

Customer Experience

• Deliver exceptional customer interactions — professional, warm, and outcome-focused.
• Support proactive communication to clinics during incidents, outages, or updates.
• Contribute to customer-facing resources and communication templates.
• Champion feedback loops to ensure the customer voice informs Medow's roadmap.

Collaboration & Reporting

• Work closely with the Head of Customer Support to track ticket volumes, response times, and satisfaction metrics.
• Participate in support standups and other team meetings as required.

Competencies and Qualifications

Must-Have

• 3–5 years of experience in a technical support role (ideally in SaaS, AI and/or health tech), with customer-facing experience
• Skilled at using CRM or helpdesk platforms (HubSpot experience is a plus).
• Communicate clearly in English — both written and verbal — and stay calm under pressure.
• Tech-savvy, organised, and eager to improve processes.
• Care deeply about helping customers succeed and delivering quality at speed.
• Understand browser settings, cache/cookie management, and connectivity diagnostics.
• Technical Requirements
• Device: Windows preferred (their tool currently runs in Windows), though Mac is acceptable.
• Minimum specs: 12–16GB RAM.
• Internet: Reliable broadband connection suitable for video calls and cloud-based tools.
• Software proficiency: Chrome, Edge, Safari; strong understanding of browser settings and permissions.

Nice-to-Have

• Experience in healthcare or medical SaaS environments.
• Familiarity with AI tools or language models and understanding of how AI outputs can be tested and adjusted.

Success Metrics

• SLA adherence (response and resolution times)
• Ticket closure rate and customer satisfaction (CSAT)
• Quality of documentation and contribution to our Knowledge Central
• Collaboration effectiveness and escalation efficiency

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Paid Service Incentive Lead (SIL)
• Paid Philippines Holidays
• Free Learning and Development Programs

Job Type: Full-time

Pay: From Php70,000.00 per month

Benefits:

• Work from home

Work Location: Remote