Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST Philippines - Remote, with US and Australia timezone overlap requirements LOOKING FOR A HIGH IMPACT ROLE WORKING WITH ENTERPRISE AI? ABOUT HAAST We aren't just building another legal AI tool. We're shipping one of the first enterprise-grade LLM platforms delivering real, mission-critical value to teams today. For the last 2 years, we've been transforming compliance from a painful checkbox exercise into a smooth, intelligent process. Our AI-powered platform helps legal, compliance, and marketing teams revolutionise their operations with up to 80% faster reviews and a 4x boost in productivity. Think of us as the backbone of intelligent compliance for the world's largest enterprises. And we're expanding fast. WHY THIS ROLE EXISTS As we scale our customer base across the US and Australia, we need someone to be the single point of clarity for our customers. You'll be the person who makes support feel like a feature, not a friction point. Your job isn't to fix engineering problems (we have engineers for that) or to manage relationships (we have CSMs for that). Your job is to own the customer experience when things don't work as expected, when customers need clarity, and when they need someone in their timezone to move fast. We're looking for someone based in the Philippines who can cover the window between US Afternoon (Eastern Timezone) and Australia Morning (AEST). You'll work alongside our customer success and technical teams to provide a seamless transition of communication when support is required outside of your hours. THE ROLE: BRIDGE BETWEEN CUSTOMERS AND SOLUTIONS This is an individual contributor role. You'll own your customers' experience end-to-end with minimal oversight. Customer Communication & Expectation Management - 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. Account Administration & Operations - 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 Ticket Handling & Triage - 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 Building Knowledge - 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) YOU'RE A FIT IF YOU: - 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 WHY HAAST? - 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!