Product Support Specialist SaaS Day Shift - 54128027530

Product Support Specialist (Day Shift)

Location: Remote (Philippines, Latin America, or South Africa)
Compensation: (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

• Philippines: $1,000 to $1,800 USD per month
• South Africa: $1,400 to $2,000 USD per month
• Latin America: $1,600 to $2,000 USD per month

Industry: AI / B2B SaaS
Schedule: Full-time, 50 hours per week
Shift Coverage: Day Shift, 9:00 AM to 7:00 PM ET

About the Company

Our client is a fast-growing AI-powered technology company serving U.S.-based customers. The company operates in a high-expectation, startup environment where speed, accuracy, and ownership are critical. The team is building foundational customer success operations and values individuals who want to grow with the company as it scales.

Role Overview

The Product Support Specialist is a front-line, customer-facing role responsible for owning customer interactions end-to-end. You will respond directly to customers, manage a high volume of live requests, and ensure issues are resolved accurately and efficiently.

This role requires exceptional attention to detail, strong communication skills, and the ability to operate independently in a fast-paced environment. You will play a key role in shaping customer experience and helping build scalable success processes as the company grows.

Key Responsibilities

• Serve as the primary point of contact for customers, handling questions, requests, and issues in real time.
   
• Own customer requests from first interaction through resolution, ensuring accuracy, follow-through, and high-quality outcomes.
   
• Manage a high volume of concurrent customer interactions without sacrificing responsiveness or attention to detail.
   
• Develop deep product knowledge and guide customers on how to use HenryAI effectively to achieve their goals.
   
• Proactively enable customers to become more self-sufficient through clear guidance, education, and best-practice recommendations.
   
• Identify recurring issues, friction points, and trends, and surface insights to improve workflows, documentation, and the product.
   
• Partner closely with product, engineering, and analyst teams to translate customer feedback into action.
   
• Operate with strong ownership in a fast-moving startup environment, taking initiative rather than waiting for direction.
   
• Grow scope and impact as the customer base and team continue to scale.
   

Hard Skills

• 3+ years of experience in a client-facing role at a U.S.-based technology company.
   
• Native or near-native English fluency with strong, professional spoken communication.
   
• Ability to quickly learn complex products, workflows, and systems.
   
• Strong written communication skills with the ability to explain technical or complex concepts clearly.
   

Soft Skills

• Exceptional attention to detail with the ability to manage multiple customers and workstreams simultaneously.
   
• High level of grit, reliability, and follow-through in high-expectation environments.
   
• Comfort working in ambiguity and helping build structure where processes do not yet exist.
   
• Strong sense of ownership and accountability for customer outcomes.
   

About the Candidate

You thrive in customer-facing roles where accuracy and responsiveness matter. You are comfortable juggling multiple live requests, communicating clearly with U.S.-based customers, and taking full ownership of outcomes. You are excited to join a founding-stage team and grow your responsibilities as the company scales.

Why This Role Matters

This role is critical to ensuring customers feel supported, heard, and successful from day one. As a front-line operator, you directly influence retention, satisfaction, and trust. You will also help shape the company’s long-term customer success function as HenryAI grows.