Product Support Specialist (Customer-Facing) | Remote - PH

Salary: Php 35,000 – Php 40,000 per month

Role: (Remote / Full-Time)

Locations: Manila, Central Visayas, Davao Region

Schedule: US Central Time

About the Role  

We're looking for a Product Support Specialist to help customers successfully use our SaaS software. This role is best suited for candidates with previous customer-facing software or SaaS product support experience.

This is a customer-facing product support role, where you'll assist customers through phone, live chat, and email. You'll troubleshoot software issues, guide users through product features and workflows, and ensure they have a smooth experience using our platform.

This is not an internal IT Help Desk or Desktop Support position.

If you enjoy solving problems, working directly with customers, and helping people get the most from software, we'd love to hear from you.

What You'll Do  

• Support customers via phone, live chat, and email
• Troubleshoot product, software, and workflow issues
• Guide customers through platform features and best practices
• Document customer interactions and resolutions
• Identify recurring issues and share feedback with the team
• Build and maintain product knowledge

• 2+ years supporting customers using a software or SaaS product
• Experience supporting US-based customers through phone, chat, and email
• Experience troubleshooting software/application issues (not hardware or internal IT only)
• Strong troubleshooting and problem-solving skills for software/application issues
• Excellent written and verbal English communication
• Comfortable explaining software features and workflows
• Ability to learn new software quickly
• Stable work history with demonstrated reliability

Preferred Backgrounds  

Strong preference for experience supporting customer-facing software or SaaS products, such as:

• SaaS Support
• Product Support
• Technical Customer Support
• Software Support
• Customer Success (support-focused)

Good Fit For This Role  

You'll likely be successful if you've worked in roles such as:

• Product Support Specialist
• Technical Customer Support Specialist
• SaaS Support Specialist
• Software Support Representative
• Customer Support Specialist (software/SaaS)