Customer Service Representative (SaaS) | Quezon City | REMOTE

Job Description

Customer Service Representative (SaaS)

Apply here: https://operationsarmy.com/application

Role Overview

We are seeking a Customer Service Representative to support a self-serve product launch. This role is customer-facing and focused on helping users troubleshoot issues, navigate the platform, and find answers efficiently.

You will collaborate closely with internal teams to improve systems, documentation, and workflows while delivering high-quality support. This is ideal for someone who thrives in fast-paced SaaS environments and enjoys helping customers succeed.

Key Responsibilities

• Monitor and respond to customer inquiries via Slack channels, email, and ticketing systems (e.g., Pylon or similar tools) within defined SLA timelines
• Assist users with troubleshooting, platform navigation, and general support questions
• Collaborate with AI support tools and escalate complex or sensitive issues as needed
• Maintain clear, empathetic, and professional communication across regions
• Identify knowledge base gaps and help create or improve documentation
• Develop internal knowledge documents based on recurring issues
• Support onboarding by guiding new users through setup and early product use
• Work with internal teams to enhance customer experience and operational processes

Requirements

• Experience working at a software or SaaS company
• Strong written English communication skills
• Experience in startup or fast-growth SaaS environments preferred
• Familiarity with tools such as Slack, Pylon, Jira, Linear, Intercom, or similar
• Ability to multitask, prioritize, and meet response time targets
• Strong attention to detail and problem-solving ability
• Comfortable working in a fast-paced, evolving environment

Preferred Qualifications

• Experience supporting self-serve SaaS products
• Familiarity with AI-assisted support systems or automation workflows
• Experience building or contributing to internal documentation or knowledge bases
• Flexible availability (including night coverage if required)

Apply here: https://operationsarmy.com/application