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Sourcefit
Sourcefit
1,001 – 5,000 Employees
HealthcareLogisticsMarketing
Sourcefit is a business process outsourcing company that provides customized offshore and nearshore staffing solutions. With headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa, the company supports organizations across sectors such as IT, finance, healthcare, retail, marketing, and logistics. Its services include telesales, customer support, content moderation, IT support, and web development, with teams structured around each client’s operational needs. Sourcefit’s hiring context spans the delivery of these outsourced business and staffing services for organizations seeking integrated support capabilities.
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Remote Customer Success and Product Support Specialist

Support customers using an AI-powered beauty market intelligence platform, from onboarding and product training to troubleshooting. Coordinate customer requests and escalations with teams in the U.S. and Korea.

PHPhilippinesRemoteFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Respond to customer product questions by email and in-app chat, providing first-line support.
  • Help customers use platform dashboards, analytics, reports, data refreshes, exports, account settings, and other features.
  • Onboard customers remotely and train them on the product using Zoom or Google Meet.
  • Clarify and record customer needs, feedback, and requests for product improvements.
  • Communicate with U.S. business customers, including senior leaders and executives.
  • Troubleshoot basic application and platform issues.
  • Create and manage support tickets, setting priorities and tracking progress.
  • Recognize issues that need advanced technical help and coordinate escalation with U.S. and Korea-based teams.
  • Work with internal teams using Slack, Jira, or Linear.
  • See customer cases through to resolution and share timely updates.
  • Follow support and escalation procedures and contribute to improving support processes.

Requirements

  • Bring at least three years of relevant experience in customer-facing product support, technical support, or customer success.
  • Have direct experience supporting business-to-business SaaS products.
  • Communicate fluently in spoken and written English.
  • Have proven experience supporting SaaS applications.
  • Apply strong listening, analytical, and problem-solving skills.
  • Understand complex customer requests and document requirements accurately.
  • Explain technical information clearly to users without technical backgrounds.
  • Coordinate effectively with technical or product teams.
  • Be comfortable leading live product walkthroughs, virtual onboarding, and user training after platform-specific instruction.
  • Stay organized and attentive to detail.
  • Know the basics of IT or helpdesk support and application troubleshooting.
  • Be able and willing to work U.S. Eastern Time business hours and observe the client's U.S. holiday calendar.
  • Experience supporting U.S. business-to-business SaaS customers is strongly preferred.
  • Be familiar with Zendesk, Intercom, Jira, Linear, and Slack.
  • Have experience supporting analytics, reporting, business intelligence, marketing technology, or other data-driven SaaS platforms.

Benefits

  • Work from home.
  • U.S. holidays observed according to the client's holiday calendar.

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