Customer Support Specialist - Philippines at Traild Software

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

B2B Customer Support, SaaS, Troubleshooting, Communication, Problem Solving, Technical Software Comfort, Escalation, ERP Experience, Accounting Software, Financial Workflow Software, Initiative, Customer Interaction

Industry

Financial Services

Description

Traild: Who are we?  Traild is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable.   Just as your bank provides always on risk protection for your credit card, Traild provides a similar level of security to help businesses protect their B2B payments from fraud, errors and mistakes.   Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and IFS to help clients make their AP process more streamlined, automated and secure.  We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help we can support more businesses digitise their existing operations with enhanced automation and security.  Hear how Traild customers speak about us here [https://www.youtube.com/watch?v=FLzZeOZt1d4].    Want to be a part of our exciting growth journey?  If you love helping clients and solving real problems, this role might be for you. As Traild continues to grow, we're hiring multiple Customer Support Specialists to join our team. You'll be the friendly, knowledgeable face of Traild for our business clients — the person they trust to pick up the phone, respond to their email, and actually get their issue sorted. You won't just log tickets and pass things on. You'll own the conversation from start to finish, making clients feel heard while working through the issue with them. That said, this isn't a scripted helpdesk role. Our clients are businesses — finance teams, operations managers, IT leads — and the issues they bring to you will sometimes require you to put on your thinking cap, dig into the detail, and figure out why something isn't working, not just that it isn't working. This role works Australian business hours and is based in the Philippines.  Key Responsibilities  * Being the first point of contact for our clients via email, chat, and phone — with a warm, professional manner that makes people feel looked after * Troubleshooting software issues by asking the right questions, thinking through the problem logically, and working through it with the client * Treating every client interaction as a training opportunity — where possible, walking clients through how things work in Traild so they build confidence and independence, rather than just fixing the problem for them * Actively working with our Product and Engineering teams to drive issues through to resolution — owning the communication with the client throughout and ensuring nothing falls through the cracks. * Spotting patterns in recurring issues and feeding that back to the team to help improve the product   Who You Are: * 2+ years in a B2B customer support role within a SaaS company — you've supported business clients (not individual consumers) through real software issues, not just account or billing enquiries * A natural communicator — you're warm, clear, and confident whether you're on a call, writing an email, or chatting with a client online * Someone who thinks on their feet — you don't need a script for every situation; you can read what a client needs and adapt * Comfortable with software at a technical level — you don't need to be an engineer, but you should be able to work through a software problem methodically and know when to escalate * Experience with ERP, accounting, or financial workflow software is a big plus (e.g. SYSPRO, Acumatica, IFS, Xero, NetSuite) * Thrives in a fast-moving startup environment where no two days are the same and you're expected to take initiative   The Perks of Working at Traild   * Flexibility: we offer a range of remote, hybrid and flexible working options.  * Global team: we are growing across APAC, NA and EMEA and have team all across the world.  * We are growing at an exponential rate, this is an opportunity to get involved with a true rocketship with all the excitement and opportunities that comes with it  * Our team genuinely loves working at Traild: we scored an 82 on our recent 2025 eNPS survey.  

Responsibilities

The specialist will serve as the primary contact for business clients via email, chat, and phone, professionally troubleshooting software issues by asking targeted questions and logically working through problems. They must own the resolution process, communicate updates to the client, and collaborate with Product and Engineering teams.