Customer Support Specialist

Position: Customer Support Specialist

Role Type: Full-time

Location: Davao

Role Purpose:

This role is responsible for handling incoming support requests, triaging issues, capturing clear reproduction steps, maintaining the Support Portal and FAQs, and ensuring that only validated product issues are escalated to the Product and Development teams.

The goal is to reduce the support load on Product/Development while improving customer response time, clarity, and confidence in Loop.

Key Responsibilities

• Act as the first point of contact for customer inquiries via the support portal, email, and chat.

• Respond to and resolve common product questions in a clear and timely manner.

• Identify whether issues are user error, configuration, training-related, or actual product bugs.

• Accurately categorize and triage s...