Position: Customer Support & Training Specialist

Location: Remote - Open to candidates in the Philippines

Working Hours: Monday - Friday – 6:00am to 3:00pm PST (minimum of 40 hours per week)

Employment type: Full time, Long term, and ongoing independent contractor

Contractor supplies their own – Computer, Internet (must always be reliable), Headset

Company Overview:

We are a fast-growing SaaS company transforming how franchise systems and restoration companies manage accounts receivable and collections.

We help multi-location operators and franchise organizations:

Accelerate cash flow
Reduce 60, 90, and 120+ day AR aging
Automate collections workflows
Standardize follow-up across every location
Give leadership real-time visibility into company-wide AR performance

Most restoration companies and franchise operators still manage collections manually through spreadsheets, disconnected systems, phone calls, and inconsistent follow-up processes. The result is slow collections, poor visibility, operational inefficiency, and millions of dollars trapped in accounts receivable.

Our platform solves that problem by combining automated collections workflows, integrated payment systems, centralized reporting, and real-time visibility into receivables performance across an entire organization.

The market demand is real and the pain point is massive; customers are actively paying for the product today. We are already working with restoration companies, franchise operators, and multi-location businesses that rely on our platform to improve cash flow and operational efficiency.

What you’ll Do as a Customer Support & Training Specialist

Provide Fast & Effective Chat & Email Support

Provide prompt, clear, and solution-focused responses to customer inquiries via chat, email, and phone.
Troubleshoot technical issues and document them on a Jira Ticket.
Proactively monitor customer engagement and reach out to at-risk users to reduce churn.
Ensure timely, solution-driven support to enhance the user experience.
Escalate critical platform issues to the development team for swift resolution.
Uphold a high standard of service to maximize customer satisfaction.

Support Users in Adopting Platform Features

Provide training and step-by-step guidance to help users navigate the platform.
Identify opportunities to expand platform usage and ensure customers are maximizing its capabilities.
Develop strategies to increase daily active users and long-term retention.
Answer any feature-related questions,

Encourage Customer Feedback & Advocate for Users

Listen to customer feedback and document recurring pain points.
Work with engaged users to collect testimonials and success stories.
Share insights with the team to continuously improve product adoption and user experience.

Log and Document Issues in Jira for Engineering

Create Jira bug tickets when users report platform issues or when internal testing reveals bugs.
Ensure each issue is fully documented with steps to reproduce, screenshots, and expected vs. actual behavior.
Follow up with engineers to track bug resolution and update customers accordingly.

Update & Maintain Knowledge Base Documentation Weekly

Regularly maintain,create and update knowledge base articles to improve customer self-service.
Document common issues, FAQs, and best practices for internal and external reference.
Work with the team to ensure all support materials remain accurate and up to date.
Publish or update at least five articles each week to keep the knowledge base up-to-date, comprehensive, relevant, and user-friendly.

Customer Training & Educational Content Development

Create a minimum of two customer training videos per week covering onboarding, product features, troubleshooting, and best practices.
Update existing videos whenever new features or platform enhancements are released.
Work closely with product and engineering teams to ensure training content remains accurate and current.
Monitor customer questions and support trends to identify opportunities for additional training content.

Customer Email Marketing & Engagement Campaigns

Create and distribute a minimum of two customer email campaigns per week.
Create feature adoption campaigns that increase platform usage.
Write product update announcements and release communications.
Develop customer success stories and educational email content.
Analyze customer feedback and engagement metrics to improve future communications.
Collaborate with leadership to ensure messaging aligns with company goals and customer needs.

Proactively Call Non-Active Users for Training

Make a minimum of 25 outbound calls per day to schedule training sessions with inactive users.
Schedule 5 training sessions per week with our Customer Success Manager.
Reach out to new users and inactive customers daily to offer training and help them get started.

What We’re Looking For

Experience: 5+ years in customer support, SaaS onboarding, or technical support.
Communication: Strong verbal and written skills with a customer-first approach.
Tech-Savvy: Ability to troubleshoot software issues and provide clear guidance.
Proactive Mindset: Comfortable making outbound calls and re-engaging inactive users.
Detail-Oriented: Capable of documenting processes and tracking recurring issues.
Problem-Solving Skills: Able to research solutions and provide practical alternatives.
Experience with Jira: Ability to create well-documented bug reports for engineering teams.