[Hiring] Customer Support Specialist @Traild Software

Role Description

As Traild continues to grow, we're hiring multiple Customer Support Specialists to join our team. You'll be the friendly, knowledgeable face of Traild for our business clients — the person they trust to pick up the phone, respond to their email, and actually get their issue sorted. You won't just log tickets and pass things on. You'll own the conversation from start to finish, making clients feel heard while working through the issue with them.

This role works Australian business hours and is based in the Philippines.

Key Responsibilities

• Being the first point of contact for our clients via email, chat, and phone — with a warm, professional manner that makes people feel looked after.
• Troubleshooting software issues by asking the right questions, thinking through the problem logically, and working through it with the client.
• Treating every client interaction as a training opportunity — where possible, walking clients through how things work in Traild so they build confidence and independence, rather than just fixing the problem for them.
• Actively working with our Product and Engineering teams to drive issues through to resolution — owning the communication with the client throughout and ensuring nothing falls through the cracks.
• Spotting patterns in recurring issues and feeding that back to the team to help improve the product.

Qualifications

• 2+ years in a B2B customer support role within a SaaS company — you've supported business clients (not individual consumers) through real software issues, not just account or billing enquiries.
• A natural communicator — you're warm, clear, and confident whether you're on a call, writing an email, or chatting with a client online.
• Someone who thinks on their feet — you don't need a script for every situation; you can read what a client needs and adapt.
• Comfortable with software at a technical level — you don't need to be an engineer, but you should be able to work through a software problem methodically and know when to escalate.
• Experience with ERP, accounting, or financial workflow software is a big plus (e.g. SYSPRO, Acumatica, IFS, Xero, NetSuite).
• Thrives in a fast-moving startup environment where no two days are the same and you're expected to take initiative.

Benefits

• Flexibility: we offer a range of remote, hybrid and flexible working options.
• Global team: we are growing across APAC, NA and EMEA and have team all across the world.
• We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it.
• Our team genuinely loves working at Traild: we scored an 82 on our recent 2025 eNPS survey.