Product Support Specialist - SaaS - Philippines (Remote)

In the Product Support Specialist role, you will be the first point of contact for our customers. You will wear many hats, and your work will have a real impact on the success of PriceLabs' customers and their business. Our customers love the support and service we provide, and your role will be not only to uphold similar standards but also to set new ones. Your work directly shapes the product and can evolve into non-technical opportunities across Sales & Success, Data Analytics, or Marketing as you grow with us in a global SaaS environment. This role would include working from 4:30 a.m. PH time to 1:00 p.m. PH time any five (5) days of the week.

Responsibilities

Taking ownership of customer issues reported and seeing problems through to resolution; Conducting product walkthroughs and providing resolutions to customers' queries; Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues; Providing prompt and accurate feedback to customers; Ensuring proper recording and closure of all issues; Answering questions over email, phone calls, & live video calls; Finding ways to go above & beyond to help customers

Requirements

This role is for individuals who reside in and have full work authorisation for the Philippines; 1+ years of experience in a Customer support role within a SaaS product organisation; Empathy and patience; Curiosity and a problem-solving mindset; Numerical Literacy and Data Fluency: Ability to perform multi-step calculations and explain complex numerical concepts (like why a price changed or why occupancy dropped) to non-technical users; Solid verbal, written, presentation, and interpersonal communication skills

Benefits

Remote-first organisation and work from home as norm; Work with a global team (19 countries and counting); Work with an industry-leading product that has thousands of customers worldwide; Equal opportunity employer