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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support and success, particularly in onboarding and training for B2B SaaS clients. Proficient in technical troubleshooting and creating help content to enhance user experience.
Highest-signal resume keywords
Customer Support ExperienceTechnical TroubleshootingOnboarding And TrainingB2B SaaS KnowledgeClear Customer Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User OnboardingTechnical SupportProduct WalkthroughsOperational SetupIssue DiagnosisHelp Centre Article CreationSupport Request TriageEscalation ProceduresQueue ManagementDocumentation
Soft Skills
Clear CommunicationGood JudgementEnergy And InitiativeAdaptabilityCustomer Empathy
Tools & Technologies
Support ToolsTicketing SystemsDocumentation ToolsProject-Tracking Tools
Industry Keywords
Maritime IndustryMarine CrewingShipping IndustryTravel IndustryB2B SaaS
About the role
Key responsibilities & impact- Run onboarding sessions and user calls for new APAC accounts, mostly remotely and occasionally in person
- Support Customer Success Managers on pilot rollouts and monitor early adoption
- Follow up with users who are struggling during onboarding
- Turn common onboarding questions into help-centre articles and onboarding materials
- Triage and resolve support requests through live chat and email during APAC hours
- Diagnose product issues and perform operational setup in internal tooling
- Create users, assign vessels, and create and assign ports
- Escalate bugs to Engineering with clear reproduction steps
- Keep customers informed while fixes are in progress
- Coordinate with Customer Success Managers and travel partners on cross-team account issues
- Share recurring themes and customer sentiment by account
- Keep help articles and saved replies up to date
Requirements
What you’ll need- 2–4 years in customer support, customer success, or technical support, ideally in B2B SaaS
- Experience running user onboardings, trainings, or product walkthroughs for business customers
- Maritime, marine crewing, shipping, or travel industry context is a strong plus
- Confident technical troubleshooting, including reading error messages and diagnosing product issues
- Clear, warm customer communication in writing and on calls
- Disciplined approach to managing a queue against response times
- Good judgement working independently and knowing when to escalate
- Habit of turning repeat questions into better help content
- Comfort learning support, ticketing, documentation, and project-tracking tools
- Energy, initiative, and a level head in a growing company
- Experience or interest in early-stage or growth-stage startups
- Based in Philippines
- Comfortable with flexible hours covering the APAC timezone
- Willingness to work occasional weekends and travel occasionally within the region
- Fluency in English; other languages are a plus
Benefits
Comp & perks- Support and budget for learning and development
- Leading-edge AI tools for all team members
- International, mission-oriented, supportive and fun team
- Opportunity to tackle a unique industry challenge with global impact