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Applause

Customer Support Specialist

Valenzuela , Philippines
full-time Remote

AI overview

Deliver exceptional support and technical issue resolution for B2B customers while maintaining high CSAT ratings in a remote, dynamic environment.

Role Details: PH | Full Time | Remote | Hiring immediately

Hiring Manager: Riley Sanderson, Customer Success, Team Lead

Benefits: 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

Purpose: The purpose of this role is to provide fast, friendly, and effective support to our B2B customers. As a Customer Support Specialist at Applause, you’ll be on the front lines of customer interactions—resolving technical issues, answering product questions, and ensuring our clients are set up for success. You’ll do this by being fast, thorough, and helpful. You’ll become a product expert, deliver an exceptional support experience, and help us continue leading the home services software space.

Job Description: The Customer Support Specialist will own day-to-day support interactions with our business customers. You will resolve issues efficiently, communicate clearly, and ensure each client gets the help they need quickly. You’ll work in a remote, fast-paced environment, where quality, speed, and professionalism are key.


Responsibilities:

  •  Manage inbound support tickets via email, chat, and other channels
  •  Resolve issues quickly and thoroughly with a friendly, professional tone
  •  Maintain a 95%+ CSAT rating
  • Initial response to new client messages within 30 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

  • 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


Applause is a leading provider of home services software. Our platform helps local service businesses grow faster by turning their teams into performance-driven machines. We serve thousands of technicians, business owners, and franchise leaders across North America—helping them improve customer experience, reputation, and revenue. Learn more about our company and culture: https://applausehq.com/aboutus

Applause

Finally, employee engagement software that works. Applause is a SaaS start-up founded by experienced entrepreneurs and backed by some of the best VCs in Silicon Slopes. We’re focused on helping companies supercharge their team’s performance so they can win more lifelong customers. We use automated, real-time incentives & recognition to motivate their employees to... 1. Increase sales by getting more google reviews and upsells 2. Retain more customers by improving NPS and customer service 3. Stick around longer and be more engaged in company goals Building a performance-based culture is hard. Applause makes it easy.http://www.applausehq.com/

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