[Hiring] Customer Support Specialist @Somewhere

Role Description

The Customer Support Specialist (Enterprise Health-Tech) is responsible for delivering fast, accurate, and empathetic assistance to platform users and corporate administrators. This role is designed to serve as a direct pipeline into future roles across enterprise platform implementation, delivery, and customer success.

Key Responsibilities

• Multi-Channel Support & User Resolution
  • Deliver assistance via live chat (Intercom), web ticketing, and support email.
  • Diagnose core user pain points quickly to help users navigate features, wearable integrations, and wellbeing challenges.
• Client Administrator Enablement
  • Guide enterprise HR and benefits leaders through the web-based administrative hub.
  • Assist with challenge setup, custom incentive rules, employee roster provisioning, and analytics reporting.
• Technical Troubleshooting & Escalation Management
  • Isolate, reproduce, and document software bugs with high technical accuracy.
  • Manage issues through to verified resolution, keeping internal tracking systems up to date.
• Community Integrity & Activity Verification
  • Review user-submitted physical activities to maintain fairness and accuracy.
  • Spot anomalous data entries and uphold established scoring standards impartially.
• Knowledge Base & Operational Continuous Improvement
  • Author and update internal macros, troubleshooting documentation, and external Help Center articles.
  • Participate in user acceptance testing (UAT) for new feature releases.

Qualifications

• Exceptional written and verbal English communication skills.
• 2+ years of hands-on experience in live-chat support, SaaS customer care, or a comparable digital customer service environment.
• Proven ability to manage multiple concurrent chat threads during peak traffic.
• Tenacious problem-solving skills; comfortable independently investigating unfamiliar issues.
• Dedicated commitment to working Tuesday through Saturday on rotating shifts.

Preferred Qualifications

• A personal passion for sports, fitness, or outdoor activities.
• Prior hands-on experience with Intercom, Zendesk, or modern CRM/live-chat software.
• Comfort utilizing AI productivity assistants to draft responses and streamline workflows.
• A strong desire to progress into SaaS onboarding, technical implementation, or enterprise customer success.

Benefits

• Full remote work-from-home hardware and equipment setup provided.
• 25 days of paid leave annually (including recognized Philippine public holidays).