[Hiring] Customer Support Specialist @Haast

Role Description

As we scale our customer base across the US and Australia, we need someone to be the single point of clarity for our customers. You'll be the person who makes support feel like a feature, not a friction point. Your job isn't to fix engineering problems (we have engineers for that) or to manage relationships (we have CSMs for that). Your job is to own the customer experience when things don't work as expected, when customers need clarity, and when they need someone in their timezone to move fast.

We're looking for someone based in the Philippines who can cover the window between US Afternoon (Eastern Timezone) and Australia Morning (AEST). You'll work alongside our customer success and technical teams to provide a seamless transition of communication when support is required outside of your hours.

The Role: Bridge Between Customers and Solutions

This is an individual contributor role. You'll own your customers' experience end-to-end with minimal oversight.

Customer Communication & Expectation Management

• Write all customer-facing updates on bugs and requests (acknowledgement, status, workaround, resolution).
• Set and manage expectations on timelines, especially when engineering owns the fix.
• Know when to escalate to someone more senior.

Account Administration & Operations

• User management: provisioning, deprovisioning, role and permission changes.
• Configuration changes on customer instances (within defined guardrails).
• Data operations: bulk uploads, corrections, exports.
• Any other recurring manual tasks the CS team handles today that have a documented procedure.

Ticket Handling & Triage

• First response on all inbound tickets within the agreed SLA.
• Triage like a pro: reproduce the issue, establish severity and scope, figure out if it's a bug, a config problem, a training gap, or a feature request.
• Resolve directly where you can (settings, permissions, data corrections).
• Escalate to engineering with a complete reproduction case.
• Track escalated tickets to closure and close the loop with the customer.

Building Knowledge

• Maintain internal runbooks for recurring issues and known tasks.
• Build out our customer-facing help documentation and knowledge base as you discover gaps.
• Surface patterns to product: which issues generate the most volume? Which manual tasks should be self-serve?

Qualifications

• 3+ years of hands-on experience in customer support, customer success, or operations within a SaaS or AI product environment.
• Experience working with enterprise customers navigating technical products.
• Ability to operate independently, own outcomes, and not require hand-holding.
• Strong problem-solving skills with a process mindset.
• Comfortable with ambiguity and learning in a young company.
• Ability to cover the overlap between Australian business hours (AEST/AEDT) and US Eastern Time (ET).
• Fluency in using AI to create efficiencies in day-to-day work and processes.

Benefits

• Work on a platform already trusted by major global institutions.
• Join a high-performing, international team where your contributions make a significant impact.
• Accelerate your career growth in a high-performing, AI-driven environment.
• Work from anywhere in the Philippines while maintaining a global standard of excellence.