Customer Support Specialist

Applause

Customer Support Specialist providing effective support for B2B customers at Applause. Resolving technical issues and ensuring client success in a fast-paced remote environment.

Posted 7/16/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support within a B2B SaaS environment, focusing on effective communication, issue resolution, and maintaining high customer satisfaction ratings. Proficient in managing multiple support tickets while ensuring timely responses and thorough documentation.

Highest-signal resume keywords

Customer Support ExperienceB2B SaaS KnowledgeKYC & KYB ProcessesZendesk ProficiencyExcellent Written Communication

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SupportIssue ResolutionKYC ProcessesKYB ProcessesSupport KPIsDocumentationMultitaskingAttention to DetailTime ManagementProduct Knowledge

Soft Skills

Professional ToneOrganizational SkillsRemote Work Effectiveness

Tools & Technologies

ZendeskIntercomSlackHubSpot

Industry Keywords

CSAT RatingInbound Support TicketsFirst Response TimeTime to Resolution

About the role

Key responsibilities & impact

Manage inbound support tickets via email, chat, and other channels
Resolve issues quickly and thoroughly with a friendly, professional tone
Maintain a 98%+ CSAT rating
Initial response to new client messages within 3 minutes (first response time)
Resolve most tickets in under 4 hours (time to resolution)
Become a product expert and use that knowledge to troubleshoot effectively
Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business)
Document solutions and contribute to internal knowledge base

Requirements

What you’ll need

3+ years of customer support experience at a B2B SaaS company
Excellent written English and communication skills
History of meeting or exceeding support KPIs
Extremely organized, with strong attention to detail
Ability to multitask and manage dozens of concurrent tickets
Reliable internet connection (50+ Mbps, no latency issues)
Highly effective working remotely
Familiarity with tools like Zendesk, Intercom, Slack, and HubSpot is a plus

Benefits

Comp & perks

Amazing colleagues
Energetic culture that is positive and celebrates together
Inspiring mission & software product
Ability to grow your career in a fast-growing tech startup