Customer Support Specialist

Philippines - Remote, with US and Australia timezone overlap requirements

• Write all customer-facing updates on bugs and requests (acknowledgement, status, workaround, resolution). You're translating what engineering tells you into clarity for the customer.

• Set and manage expectations on timelines, especially when engineering owns the fix. You understand what's in flight and can tell customers what's realistic.

• Know when to escalate to someone more senior. You're the filter that gets the right person involved at the right time.

• User management: provisioning, deprovisioning, role and permission changes

• Configuration changes on customer instances (within defined guardrails)

• Data operations: bulk uploads, corrections, exports

• Any other recurring manual tasks the CS team handles today that have a documented procedure

• First response on all inbound tickets within the agreed SLA

• Triage like a pro: reproduce the issue, establish severity and scope, figure out if it's a bug, a config problem, a training gap, or a feature request (at the level a non-technical person can diagnose this)

• Resolve directly where you can (settings, permissions, data corrections)

• Escalate to engineering with a complete reproduction case. Steps. Environment. Affected accounts. Business impact. Make their job easy.

• Track escalated tickets to closure and close the loop with the customer

• Maintain internal runbooks for recurring issues and known tasks

• Build out our customer-facing help documentation and knowledge base as you discover gaps

• Surface patterns to product: which issues generate the most volume? Which manual tasks should be self-serve? (This is nice-to-have, not a requirement, but it's where the really interesting conversations happen)

• Strong experience in SaaS or AI Product Support: You have 3+ years of hands-on experience in customer support, customer success, or operations within a SaaS or AI product environment.

• Communications fit for Enterprise Customers: You've worked with enterprise customers navigating technical products. You know how to operate independently, own outcomes, and don't need hand-holding.

• Independent Operator: You move without waiting for direction. You see a gap in a process and you fill it. You own customer outcomes end-to-end, escalate strategically (not reactively), and take full accountability for resolution.

• Problem Solver with a Process Mindset You're the kind of person who sees a recurring issue and thinks "how do we build a system so this stops being a problem?"

• Comfortable with Ambiguity and Learning You're joining a young company. The playbook isn't complete. Some processes will be messy at first, and that's okay. You're excited to build them out.

• Timezone and Availability You can cover the overlap between Australian business hours (AEST/AEDT) and US Eastern Time (ET).

• AI Fluency - You know how to use AI to create efficiencies in your day to day work and processes

• Real AI, Real Production: Work on a platform already trusted by major global institutions.

• Global Impact: Join a high-performing, international team where your contributions make a significant impact on our day-day customer interactions and experience

• Growth & Opportunity: Accelerate your career growth in a high performing, AI driven environment.

• Remote Flexibility: Work from anywhere in the Philippines while maintaining a global standard of excellence.

Ready to build the future of AI compliance?

Apply to this role using the link below and attach a copy of your resume. Provide a brief overview on why your experience will set you up for success in this role!

At Haast, we believe bold ideas come from diverse perspectives. We’re committed to building a team that reflects the world we work in; across gender, background, orientation, ability, and experience. Even if you don’t tick every box, let's chat!