Customer Support Specialist (PH)

Compensation: ₱35,000 per month
We’re looking for a proactive, detail-oriented, tech-savvy Customer Support Specialist to join Teamflect’s Support team.
This role goes beyond answering customer questions. You’ll be expected to investigate issues thoroughly, understand what the customer is actually trying to accomplish, take ownership of cases from initial contact through resolution, and know when to troubleshoot independently, and escalate to our technical teams.
Key Responsibilities
Respond to customer inquiries through Intercom with clear, professional, and natural English.
Investigate and troubleshoot technical issues thoroughly before escalating them.
Take ownership of customer issues from initial investigation through resolution and keep customers proactively updated.
Lead on-demand troubleshooting calls with customers when live investigation is needed.
Recognize when a request requires technical escalation, product feedback, or involvement from Customer Success, and route it appropriately.
Maintain and improve our Help Center, creating clear, user-friendly articles and keeping existing documentation accurate as the product evolves.
Document bugs, customer feedback, troubleshooting steps, and handoffs clearly for internal teams.
What We're Looking For
Previous experience in technical customer support, preferably in B2B SaaS.
Excellent written and spoken English and confidence communicating with international customers.
Strong troubleshooting, problem-solving, and analytical skills.
Strong sense of ownership, attention to detail, and ability to work independently.
Ability to create clear, concise help articles and technical documentation.
Ability to learn a complex SaaS product and new tools quickly.
Requirements
A reliable personal computer and stable internet connection.
Availability to work rotating 8-hour shifts, with schedules changing approximately once a month. Current shifts are 8:00 AM-4:00 PM, 3:00 PM-11:00 PM, 5:00 PM-1:00 AM, and 12:00 AM-8:00 AM Philippine Time.
Availability to join customer troubleshooting calls during working hours when needed.
Ability to work independently during overnight hours while maintaining consistent response quality, sound judgment, and appropriate escalation practices.
Willingness to learn Teamflect deeply and continuously as the product evolves.
Reliability and punctuality are essential, as this position is part of a follow-the-sun support model and provides coverage between other Support team shifts.
Tools You'll Use
You’ll work across several tools to investigate customer issues, collaborate internally, document findings, and communicate product feedback:
Intercom: managing customer conversations, troubleshooting requests, and follow-ups.
Azure DevOps: documenting and escalating bugs and technical issues to our Product and Engineering teams.
Microsoft Teams: internal communication, collaboration, and customer troubleshooting calls.
Canny: tracking customer feedback, feature requests, and product updates.
AI tools: supporting research, troubleshooting, documentation, and day-to-day productivity. You should be comfortable using AI thoughtfully while verifying information and maintaining accuracy.
What Success Looks Like
You’ll be successful in this role if customers receive accurate answers, thoughtful troubleshooting, and clear ownership of their issues.
We value response speed, but quality comes first. A fast answer that misses the actual problem creates more work for the customer and the team. We expect our Support team to read carefully, investigate before escalating, communicate clearly, and leave every conversation in a better state than they found it.
What We Offer
A comprehensive one-month onboarding and training program covering Teamflect, common customer workflows, troubleshooting, and internal escalation processes.
The opportunity to develop deep expertise in a growing B2B SaaS and HR technology product.
A collaborative environment working closely with Customer Success, Product, QA, and Engineering.
Competitive compensation.
Remote work flexibility.
Paid time off on Philippine public holidays.
The opportunity to directly influence how we improve both our product and the customer experience.
If you enjoy solving problems, asking the right questions, and taking ownership of customer issues rather than simply processing tickets, we’d love to hear from you.
How to Apply
Please submit your CV in English and a cover letter outlining your relevant customer support or technical troubleshooting experience.
Teamflect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Work arrangement
No