Customer Support Specialist (SaaS)
About Penbrothers
Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our client is a SaaS company that provides an all-in-one software platform for disability and aged care providers, primarily supporting organizations operating within government-funded programs such as the NDIS. Their platform enables providers to manage day-to-day operations across client records, service delivery, compliance, billing, and workforce scheduling within a single system.
By replacing manual processes and disconnected tools, our client helps care providers streamline operations, stay compliant with regulatory requirements, and improve overall efficiency. This allows organizations to reduce administrative workload, ensure accurate billing and reporting, and focus more on delivering high-quality care to the communities they serve.
About the Role
The Customer Support Specialist (SaaS) is the first point of contact for NDIS provider customers using our client’s SaaS platform. The role provides positive customer interaction through timely and empathetic support, troubleshooting, and resolution of standard queries, ensuring customer satisfaction while escalating more complex issues to L2 Support or the Team Leader.
What you’ll do- Act as the first point of contact for inbound customer support (tickets, calls, emails).
- Troubleshoot and resolve common technical or 'how-to' queries.
- Accurately log, categorise, and prioritise tickets within the service desk system.
- Escalate unresolved or complex issues to L2 Support or Team Leader with clear documentation.
- Contribute to and use the internal knowledge base to improve efficiency and consistency.
- Report on support desk metrics (ticket volumes, resolution times, escalations) to the Team Leader.
- Deliver high-quality, empathetic customer service aligned with SLAs.
- Minimum of 3-4 years of experience in customer support, technical support, or service desk roles within a SaaS, BPO, or technology-driven environment
- Proven experience handling multi-channel support (email, chat, and/or voice) with strong adherence to SLAs and performance metrics (CSAT, FCR, resolution time)
- Demonstrated ability to troubleshoot and resolve standard technical or “how-to” issues with a structured and logical approach
- Experience using ticketing or service desk systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) with strong attention to detail in logging, categorization, and prioritization
- Strong written and verbal communication skills, with the ability to deliver clear, empathetic, and professional customer interactions
- Ability to document issues accurately and escalate effectively to L2 support or relevant stakeholders
- Experience contributing to or maintaining a knowledge base or help center content is preferred
- Highly organized with the ability to manage multiple tickets and priorities in a fast-paced, SLA-driven environment
- Strong accountability and ownership mindset, with a focus on resolution quality and customer satisfaction
- Exposure to SaaS platforms, CRM systems, or workflow-based tools is an advantage
Our Hiring Process
We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.
Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.
What You’ll Get
At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.
- Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
- Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
- Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
- Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.