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Customer Support Specialist - Philippines

9 minutes ago
Philippines
Full-time
Junior
Customer Support
Customer and Technical Support
NetSuite
Apply Now
TRAILD

TRAILD

TRAILD specializes in accounts payable automation, utilizing advanced AI and OCR technology to streamline invoice processing, enhance payment protection, and minimize the risk of fraud and errors in financial transactions.

Internet Software & Services
11-50
Founded 2017
View All Jobs 4

Description

  • Serve as the first point of contact for clients through email, chat, and phone.
  • Troubleshoot software issues by gathering information, analyzing problems, and guiding clients toward solutions.
  • Educate clients on Traild’s features and workflows to build their confidence and independence.
  • Own client communication from initial report through resolution, coordinating with Product and Engineering teams as needed.
  • Track escalated issues and ensure they are resolved without communication gaps.
  • Identify recurring issues and share patterns with internal teams to support product improvements.

Requirements

  • 2+ years of experience in B2B customer support within a SaaS company.
  • Experience supporting business clients with real software issues, beyond account or billing inquiries.
  • Strong written and verbal communication skills across phone, email, and online chat.
  • Ability to adapt communication style and solve problems without relying on scripted responses.
  • Comfort working through software problems methodically and determining when to escalate.
  • Experience with ERP, accounting, or financial workflow software such as SYSPRO, Acumatica, IFS, Xero, or NetSuite is preferred.
  • Experience working in a fast-moving startup environment and taking initiative.
  • Availability to work Australian business hours from the Philippines.
  • Written consent to a police or criminal background check, where legally permitted.

Benefits

  • Monthly salary of PHP 45,000–50,000.
  • Remote, hybrid, and flexible working options.
  • Opportunity to work with a globally distributed team across APAC, North America, and EMEA.
  • Growth opportunities within a rapidly expanding SaaS company.
  • Employee-focused workplace with an eNPS score of 78.

Interested in this position?

Apply directly on the company website

Apply Now

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