Customer Support Specialist – SAAS

Staff Domain

. Handle frontline customer enquiries across phone, email, live chat, and ticket channels .

Posted 9/29/2026full-timeRemote • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer support inquiries across multiple channels while utilizing AI tools for effective communication and problem resolution. Proficient in using help desk and CRM systems to enhance customer experience and streamline support processes.

Highest-signal resume keywords

Customer-Facing ExperienceHelp Desk Tools ProficiencyAI Tools UtilizationStrong Problem-Solving SkillsWritten Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue DiagnosisWorkflow AutomationKnowledge Base Content CreationProduct TestingData Analysis

Soft Skills

Customer-Centric ThinkingInterpersonal SkillsOrganisational DisciplineOutcome-Oriented Decision Making

Tools & Technologies

HubSpotIntercomAI ToolsFINFergus

Industry Keywords

SaaSCustomer SuccessField ServiceSupport Pipeline ManagementEmerging Support Tools

About the role

Key responsibilities & impact

Handle frontline customer enquiries across phone, email, live chat, and ticket channels
Own the full support ticket lifecycle from triage through resolution, follow-up, and closure
Diagnose technical and non-technical product issues using structured problem-solving
Communicate root causes clearly to customers at their level of technical literacy
Collaborate with Sales, Customer Success, Marketing, Product, and Engineering
Use HubSpot, Intercom, FIN, and Fergus product data to manage the support pipeline
Use approved AI tools to draft communications, summarise session notes, and identify recurring issue patterns
Review AI-generated outputs for accuracy and tone before customer delivery
Stay current with emerging support and customer success tools
Share efficiency and contact-volume reduction suggestions with the Customer Support Lead
Produce and maintain Help Centre articles, videos, and product images
Test product workflows and sample datasets and provide structured findings to Engineering
Identify customer-feedback patterns indicating product gaps, usability issues, or training needs
Contribute voice-of-customer input to the product roadmap

Requirements

What you’ll need

2+ years' experience in a customer-facing role, ideally within a SaaS or technology environment
Experience using help desk tools, CRM systems, and workflow automation platforms such as HubSpot and Intercom
Comfortable using AI tools such as Claude, ChatGPT, Microsoft Copilot, and Gemini in a work setting
Understanding of where AI tools help and where they do not
Ability to write and edit internal knowledge base content and customer-facing Help Centre articles
Interest in SaaS, workflow tools, or field service industries desirable
Degree-level education or equivalent professional experience desirable
Comfortable using AI tools daily for drafting responses, summarising session notes, and retrieving knowledge base content
Able to review AI output before sending it to customers
Uses only Fergus-approved tools for handling customer data
Strong problem-solving skills
Customer-centric thinking
Outcome-oriented decision making
Strong interpersonal skills
Organisational discipline
Written communications skills

Benefits

Comp & perks

HMO, Dental, and Life Insurance for you and one free dependent from day one
Option to enroll additional dependents
Birthday, Vacation, Medical, and Maternity paid leaves
Up to 6 Vacation Leaves convertible to cash on anniversary
Employee engagement activities including Year-End Party, Family Day, and Team Building