Customer Service Representative

About Tapi

Tapi is a high-growth SaaS company revolutionising property maintenance with innovative software solutions. With a strong presence in New Zealand and Australia, we help property managers streamline their operations through seamless automation and smart integrations. As we continue to scale, we’re looking for a talented Customer Support Representative to support our Customers.

About the role

This is a full-time contract, remote Customer Support Representative role. As a Customer Support Representative, you will be responsible for providing exceptional customer service and support to our clients. Your day-to-day tasks will involve communicating with property managers, tenants, and service providers, troubleshooting issues, and ensuring we continue to deliver world-class customer satisfaction.

Why Join Tapi:

• Be a key part of a fast-growing SaaS company making waves in property management.
• Work remotely from the Philippines with a flexible schedule that prioritises work-life balance.
• Enjoy a collaborative, inclusive culture that values diversity and encourages innovation.
• Access to ongoing learning and professional development to grow your career.
• Join a team where your work makes a direct impact on our success!
• Check these videos from two of our amazing CSRs - Jessie and Chrystler

What You’ll Be Doing

• Be the first point of contact for our customers — property managers, tenants, and service providers — delivering timely, thoughtful, and effective support.
• Troubleshoot issues and answer queries through email, chat, and occasional video calls, ensuring a smooth experience for every user.
• Collaborate closely with our product and engineering teams to escalate and resolve technical issues.
• Help customers get the most out of Tapi by proactively identifying areas where they can better use our features and workflows.
• Contribute to a culture of continuous improvement by sharing customer insights and suggesting product or process improvements.
• Manage and prioritise multiple support tickets efficiently using our customer support systems.
• Become a product expert and advocate for the customer, ensuring we’re always delivering value.

What We’re Looking For:

• Youre fluent in English, both spoken and written — clear, friendly communication is your superpower.
• You have proven experience in a customer support or customer success role, ideally within a SaaS or tech-driven environment.
• Youre calm under pressure and love solving problems — no issue is too small, and you enjoy digging into the details to get it right.
• You’re tech-savvy and quick to learn new tools and systems.
• You genuinely care about helping people and take pride in delivering exceptional customer experiences.
• Experience with customer support platforms (like Zendesk, Intercom, or similar) is a big plus.
• You have access to a personal PC or laptop suitable for full-time remote work, along with a reliable internet connection.
• Familiarity with the real estate or property management industry is a bonus — but not required.

Contract Details:

• Type: Full-time contractor
• Location: Remote (Mindanao, Philippines)
• Coverage: Customer support coverage across AU, NZ, and UK time zones; shift schedules may evolve over time based on ramp-up, business needs, and team structure
• Working hours: 8.5 hours per day, Monday to Friday
• Start date: ASAP