We’re looking for a detail-oriented and customer-focused Support Specialist to join our team. This role will focus on helping customers set up, troubleshoot, and optimize integrations between our platform and third-party tools as well as learn and provide support to Large Firms and complex requests created by our Tier 1 support team. You’ll be the go-to person for resolving integration issues, working closely with both our customers and internal teams (Product, Engineering, Services and Success) to ensure seamless connectivity and great customer experience.
Please note, we are only considering candidates in Cebu and you will be required to work US hours.
As a Customer Support Specialist II you will...
- Serve as the primary point of contact for customers experiencing issues with integrations and large firms.
- Guide customers through setup and configuration of supported integrations and issues for our large firms (e.g., CRM, accounting, communications, workflow, or other SaaS tools).
- Troubleshoot and resolve integration errors, escalating to engineering when needed.
- Maintain documentation and FAQs related to integrations.
- Collaborate with Product and Engineering teams to log bugs, track feature requests, and provide feedback on recurring integration challenges.
- Monitor integration health and proactively identify potential issues before they affect customers.
- Provide clear, empathetic, and timely communication with customers.
- Contribute to building scalable support processes for integrations as our customer base grows.
About you
Candidates with following experience are encouraged to apply:
- Experience: 2+ years in technical support, customer support, or a related role, preferably with a SaaS company.
- Technical skills: Familiarity with APIs, webhooks, authentication methods (OAuth, SSO), and integration troubleshooting. Ability to read technical documentation.
- Communication: Strong written and verbal communication skills; ability to explain technical concepts to non-technical audiences.
- Problem solving: Comfortable investigating root causes and working through complex customer issues.
- Tools: Experience with ticketing systems (e.g. Salesforce, Intercom), and common SaaS tools.
- Bonus: Experience supporting integrations in areas such as CRM, accounting, or workflow automation platforms.
Why work at Karbon?
- Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 15 paid time off days per year (which includes 5 Karbon Days per year)
- 7 Sick leave days per year
- Internet and work-from-home subsidy
- Discretionary bonus program
- Work with (and learn from) a very experienced team
- Be part of a startup team that will continue to grow around you
- Flexible approach to work environment (we believe in trust and autonomy)
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
