Job Brief

We are seeking a versatile and technically inclined Workflow Engineer to drive customer support, onboarding, and foundational technical configurations for our compliance platform. This hybrid role acts as the vital bridge between users—such as accountants—and our core engineering team, combining exceptional client-facing communication with hands-on system troubleshooting and light engineering capabilities. By managing support queues, executing customized client setups, and laying the groundwork for process automation, the successful remote professional will ensure operational scalability and deliver an exceptional customer experience.

Responsibilities

Support Queue Ownership Own and manage the incoming support queue by evaluating ticket urgency, identifying customer needs, and assigning or resolving requests efficiently.

Core Issue Resolution Handle standard customer requests independently, including how-to inquiries, access management, identity verification resends, integration connections, and account administration.
Client Onboarding & Configuration Set up new customer accounts by configuring onboarding forms, branding, risk assessments, and system settings, followed by live testing with clients.
Collaborative Problem Solving Partner closely with founders and senior engineers to resolve complex technical support tickets, following direct instructions or executing assigned troubleshooting steps.

Bug Triaging & Documentation Reproduce software bugs, log them clearly for the engineering team, and maintain proactive communication with affected customers.

Feature Request Management Capture and structure product feature requests by identifying user pain points and frequency, adding them to the backlog for founder prioritisation.

Light Engineering & Automation Execute configuration-level product changes, write scripts, and build simple automations using integration tools like Zapier, Make, or n8n.

Light Design & Layouts Design and format client-facing forms, layouts, and branded materials using basic design tools.

Product Testing & Quality Assurance Conduct thorough testing of new product releases and updates before they are deployed to customers.

Knowledge Base Creation Write and maintain comprehensive help centre articles and standard operating procedures based on daily customer inquiries and support trends.

Process Standardisation Transform one-off technical setups and manual requests into repeatable templates and documented runbooks to streamline future delivery.

Requirements

Minimum of 2 years of professional experience in technical customer support, support engineering, implementation, or a related customer-facing technical role.

Exceptional customer-facing communication skills with the ability to explain complex technical concepts in plain, professional English.

Strong written communication skills suitable for drafting client emails, ticket replies, and public-facing help documentation.

Technically curious and capable, with hands-on experience configuring web platforms, reading API documentation, working with JSON, and debugging integration sync errors.

Sound judgment regarding task escalation, knowing when to resolve issues independently versus raising them to founders.

Highly organised and self-managing, capable of maintaining a fast-moving ticket queue and keeping detailed notes.

Prior experience with helpdesks or CRM platforms such as HubSpot.

Familiarity with workflow automation tools such as Zapier, Make, or n8n.

Exposure to light coding languages (HTML, CSS, JavaScript, or Python) and form builders.

Understanding of regulated workflows, KYC, AML, identity verification, or financial services compliance is highly regarded.

Software Proficiency

HubSpot (CRM, Tickets, Properties, Workflows)

Zapier / Make / n8n

Claude / AI Productivity Tools

Slack

Form Builders & Basic Design Tools

Education

Bachelor's Degree in Information Technology, Computer Science, Software Engineering, or a related business discipline

Personal Attributes

Highly empathetic and customer-centric with an intuitive ability to match tone and urgency.

Proactive, resourceful problem-solver who thrives in a fast-paced, high-ownership startup environment.

Meticulous attention to detail with a strong commitment to clean documentation and repeatable processes.

Collaborative and adaptable team player who communicates clearly across remote boundaries.

Time Zone: Australian Business Hours

Applicant Location: Must be located in the Philippines

About Outdesk

At Outdesk, our mission is to bridge the gap between exceptional talent in the Philippines and the dynamic business needs of our clients in Australia. We are committed to delivering bespoke recruitment and comprehensive employment solutions that foster long-term success for both our clients and staff.

Employee Benefits

Paid Leave

13th Month Pay

SSS

Philhealth

Pag-Ibig

BIR

HMO