[Hiring] Client Support Specialist @AsiaVerify

Role Description

We are looking for a Support Specialist who is highly logical, solution-oriented, and disciplined in execution. This is a hands-on support role focused on managing and resolving client issues thoroughly and efficiently. The ideal candidate is someone who is comfortable investigating problems in depth, thinking through different scenarios, and ensuring issues are properly followed through to completion.

You will work closely with Client Success, Product, and Engineering teams to facilitate clear communication and ensure issues are handled in a structured and timely manner.

Key Responsibilities

• Own and manage client issues end-to-end via Hubspot
• Handle day-to-day ticket operations using Hubspot
• Ensure all tickets are managed in accordance with defined SLA requirements (response time, resolution time, follow-ups)
• Maintain accurate ticket categorization, status updates, and internal notes for tracking and reporting
• Maintain clear internal and external communication throughout the lifecycle
• Work closely with Product/Engineering teams to support issue resolution
• Translate technical findings into concise, business-friendly explanations
• Apply structured thinking to problem-solving
• Analyze issues beyond surface-level symptoms
• Identify whether problems stem from product gaps, data limitations, or usage misunderstandings
• Validate and challenge internal findings when necessary
• Review investigation results from Product/Engineering with critical thinking
• Ensure proposed explanations or solutions are logical, complete, and client-ready
• Drive better product feedback loops
• Identify recurring issues and patterns
• Provide structured feedback to Product teams to improve platform functionality and user experience
• Support scalable support operations
• Contribute to internal knowledge base and documentation
• Help define best practices for issue handling and communication
• Prepare and deliver monthly support performance reports for senior leadership team

Qualifications

• 2–5 years of experience in Product, Support, Client service, or similar roles in a SaaS or tech environment
• Strong structured thinking and problem-solving skills
• Able to break down ambiguous issues and form structured analysis
• Solution-oriented with attention to detail
• Solid communication skills (written and verbal English)
• Able to simplify complex or technical information for non-technical audiences
• Chinese proficiency is a strong plus, especially for collaboration with China-based engineering teams
• Experience working with cross-functional teams (Product, Engineering, Client Success)
• Strong sense of ownership and accountability
• Experience using Hubspot or similar ticketing systems, with a strong understanding of SLA-driven support environments (preferred)

What Success Looks Like

• Client queries are resolved efficiently with clear and high-quality communication
• Client Success teams receive clear, actionable, easy-to-digest responses
• Product and Engineering teams receive structured and meaningful feedback
• Recurring issues are identified and reduced over time

Working Hours & Location

• This is a full-time role based in the Asian timezone (UTC+8 preferred)
• Flexibility is required to support occasional cross-timezone collaboration (e.g., with UK-based Engineering team)