Customer Support Specialist (APAC Region)

Appcues is looking for a Support Specialist to join our team! We're building a team of driven, focused people who want to make a meaningful impact helping our customers build something their users will love. You'll be empowered to put customers first daily. Support is more than just spending your time hammering away at a queue-it's proactively making help even easier to come by, and anticipating the needs and questions of our customers before they have them. This position is fully remote, but we are looking for someone located in the Philippines! The shift this role will be covering is Monday-Friday 9 am-5 pm PST.b

What You'll Do

• You’ll be helping our customers with all support-related issues by providing excellently written emails, Slack, and/or video chat support

• Conduct training sessions for our unmanaged customer base to remove friction from their customer journey

• Present customer problems and friction points to our organization in a way that leads to prioritization and actionable decision-making

• Join our regular Support Office Hours to help customers in real time

• Work closely with our CX, Finance, Marketing, and Sales teams to make sure that customers' impediments are resolved as quickly as possible

• Master our AI tooling platforms to level up your skills and the ability for our customers to take action based on agentic prompts

What We Are Looking For

• You have a curious mind and a desire to learn - you might not have all the answers, but you are eager to discover them

• You have experience working at a remote-first company and are comfortable working remotely

• You like empowering users with the knowledge to do things for themselves in the future, not just fixing things for them

• You love collaboration. You want to work with members of the support team and teams outside of support to do what's right for the company and the customer

• You're an A+ listener and communicator. You can synthesize feedback and be the voice of the customer to help your teammates become better marketers, designers, builders, and more. You'll also be eager to spend your days speaking with customers on the phone, via email, and through chat

• You're ardent about figuring things out and comfortable being uncomfortable. Our team is small, but we'll give you the autonomy to help build better processes and continually improve

• You're driven and goal-oriented. With so much freedom and autonomy, it can be difficult to stay focused. Striving towards the prize on the day-to-day is what aligns us as a company

• More than anything else, you are empathetic and have a genuine desire to help other people. Culture fit and drive to help are more important than experience.