Customer Support Specialist (SaaS) - Remote

About the role

A full-time remote Customer Support Specialist is needed to turn customer problems into customer success. You will handle front-line support across phone, email, chat and ticket channels, resolving technical and product queries accurately and quickly, and work closely with the Customer Support Lead, Product and Engineering teams. The schedule is 9:00 AM to 6:00 PM New Zealand time (5:00 AM to 2:00 PM PH time).

Key responsibilities

• Handle enquiries by phone, email, live chat and ticket, resolving issues accurately and to satisfaction.
• Own the full ticket lifecycle, from triage through resolution, follow-up and closure.
• Diagnose technical and non-technical product issues and explain the root cause clearly to customers.
• Collaborate with Sales, Customer Success, Marketing, Product and Engineering to close the loop on reported issues.
• Use the CS tech stack (HubSpot, Intercom, FIN and Fergus product data) to manage the support pipeline and personalise support.
• Use approved AI tools to draft communications, summarise session notes and spot recurring patterns, always reviewing AI output for accuracy and tone.
• Maintain Help Centre content (articles, videos, product images) and test product workflows to feed findings back to Engineering.
• Surface patterns in customer feedback that point to product gaps, usability issues or training needs.

Required profile

• 2+ years in a customer-facing role, ideally in SaaS or technology.
• Experience with help desk tools, CRM systems and workflow automation platforms such as HubSpot and Intercom.
• Comfortable using AI tools in a work setting, with an understanding of where they help and where they do not.
• Ability to write and edit documentation, including internal knowledge base content and Help Centre articles.
• Degree-level education or equivalent professional experience desirable.

Required skills

• HubSpot and Intercom
• AI tools such as Claude, ChatGPT, Microsoft Copilot and Gemini
• Technical troubleshooting and clear communication with non-technical customers

What we offer

• HMO, dental and life insurance for you and one free dependent from day one.
• Paid leaves: birthday, vacation, medical and maternity (up to 6 vacation leaves convertible to cash on your anniversary).
• Employee engagement activities such as year-end party, family day and team building.