Customer Support Specialist - 20986

Role: Customer Support Specialist
Location: Philippines, South Africa
Working Hours: Monday-Friday, 40hrs/week. Shifts are scheduled within a 7 AM–9 PM CST window to provide coast-to-coast coverage; your specific shift is assigned on hire.
Target Start Date: ASAP (Urgent Hiring)

The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience.

About the Company:
A mission-driven govtech company reinventing how local governments hear from, understand, and serve their residents. Our platform pairs advanced NLP and machine-learning models with community surveys and organic data, turning resident voices from social media, calls, surveys, and public engagement into clear, data-driven decisions for local governments and law enforcement agencies.

Our global team of urban enthusiasts is growing fast! If you're excited to use data and technology to solve real-world problems and measurably improve life in cities, your place is with us.

About the Role:
The Customer Support Team provides ongoing support for our customers with incoming  tickets, client configuration and user guidance. As a Support Specialist you will help our  customers and internal teams take full advantage of our products and modules and help  improve their experience in our platform. 

You'll be handling both the customer-facing and the technical side  as part of a distributed  team that provides coast-to-coast coverage through scheduled shifts. 

This is a remote role - you will need to provide your own internet connection and sufficient equipment to support our tools. 

Key Responsibilities:

• Provide live support to our users across chat, email, and internal forms.
• Assist customers with engagement set ups and project configurations
• Report and track issues/bugs
• Communicate progress on issues and resolution with our users
• Escalating issues, operational tasks and feature requests to R&D
• Use our support and observability stack - Zendesk, Jira, Datadog, Databricks, Slack and Monday - to diagnose, track, and escalate issues.

Other tasks

• Support the operations that keep the platform running smoothly - such as comment
• moderation, data extraction, topic categorisation, etc.
• Maintain our internal documentation and identify knowledge gaps
• Regular data quality checks and data enrichment tasks for other teams

Qualifications:

• 1+ years of experience in a customer support role, ideally for a SaaS product
• Exceptional English: Flawless written English at a C1/C2 level and highly proficient  spoken English - the role is majority written (chat, email, tickets) with government clients.
• Previous experience with support CRM (e.g: Zendesk, Hubspot)
• Customer obsessed: A genuine passion and curiosity for helping people and solving  problems 
• Keen attention to detail: You spot the mistakes that everyone else misses 
• Tech-savvy: You are comfortable learning and using new web-based software (e.g., helpdesk tools, CRMs, databases) 
• Self-Motivated: Proactive, eager to learn, and able to manage your time effectively in a remote setting 
• Resilience: You are comfortable in a fast-paced dynamic environment with constant change
• Metrics-driven: Comfortable working to time-based SLAs and measurable targets. 

Nice to Have:

• Technical know-how - understanding how web frontend works (e.g., HTML/CSS)
• Familiarity with the public sector / govtech is a strong advantage.
• Exposure to SQL / data querying and observability tools (Datadog, Databricks).
• Experience with Jira or similar issue-tracking and escalation workflows.