Customer Support Specialist (SAAS) | NZ | WFH

Category: Technology Location: Ortigas, Alabang, Pampanga or Cebu National Capital Region (Manila) Philippines Setup and Location: WFH Work Schedule: 9:00 AM-6:00 PM (NZ) | 5:00 AM-2:00 PM (PH Time) Employment Type: Full-time Ready to do work that actually excites you? You'll be responsible for turning customer problems into customer success. Trade businesses rely on client to run their day, so when something isn't working, you're the person who makes it right, fast. You'll handle front-line support across phone, email, chat, and ticket channels, resolving technical and product queries with accuracy and genuine care. You'll partner closely with the Customer Support Lead, Product, and Engineering to surface patterns in customer issues and translate them into actionable feedback that makes Fergus better. You'll be expected to work confidently with the Fergus tech stack (including HubSpot and Intercom) and to use AI-powered tools with sound judgement to improve your speed and quality without compromising the customer experience. Success in this role is measured by resolution quality, customer satisfaction, and the degree to which your work directly reduces repeat contacts and improve…