Customer Support Specialist - Philippines (US Hours)

1 day, 8 hours ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Serve as the first point of contact for clients via email, chat, and phone.
  • Troubleshoot software issues by gathering information, analyzing problems, and resolving them with clients.
  • Educate customers on Traild’s functionality to build confidence and independence.
  • Collaborate with Product and Engineering teams to drive issues to resolution while maintaining client communication.
  • 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 software issues, beyond account or billing inquiries.
  • Strong written and verbal communication skills across phone, email, and chat.
  • Ability to adapt communication style and resolve situations without relying on scripts.
  • Technical proficiency sufficient to investigate software problems methodically and determine when to escalate.
  • Experience with ERP, accounting, or financial workflow software preferred, such as SYSPRO, Acumatica, IFS, Xero, or NetSuite.
  • Ability to thrive in a fast-moving startup environment and take initiative.
  • Based in the Philippines and available to work US business hours, preferably starting locally at 9pm.
  • Written consent to a police or criminal background check may be required where legally permitted.

Benefits

  • Monthly salary of PHP 45,000–50,000.
  • Night shift differential and night shift performance bonus.
  • 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.

Interested in this position?

Apply directly on the company website

Apply Now

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