{"id":2860176,"url":"https://alion.io/job/sweep-customer-support-specialist-2","title":"Customer Support Specialist","company":{"id":53154,"name":"Sweep","domain":"sweep.net","url":"https://alion.io/company/sweep-net","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":16000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-10-19T11:40:48Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-21T06:15:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At Sweep, our mission is to empower businesses to become Forever Companies,creating long-term value while reducing environmental impact and improving social performance.\nClimate change is the defining challenge of our time, and we believe businesses can drive meaningful change with the right tools and insights. Sweep’s platform maps climate and ESG data across entire organizations, enabling companies to track, disclose, and take action. By turning sustainability into a competitive advantage, Sweep helps businesses build better, audit-ready programs that contribute to a more sustainable future.\nTogether, we can make a difference.\nWhy This Role?\nThe Customer Support team ensures that our customers have the best possible experience with Sweep- one that is efficient, enjoyable, and supported by reliable, fast, and high-quality responses.\nAs a Customer Support Specialist, you will support customers throughout their climate and sustainability journey as they use our SaaS platform. You will provide ongoing support through our help center and support channels while building long-term relationships with users across the APAC region and beyond.\nYou will be part of the Product Department and report to the Customer Support Lead.\nWorking Hours\nThe standard working schedule is 09:00-17:00 Philippines Time.\nDuring onboarding, you must be willing to work flexibly and attend training sessions scheduled during European business hours. Your schedule and availability will be evaluated during the onboarding period. Once onboarding is complete, you will transition to the standard APAC support schedule as operational needs arise.\nSome flexibility may also be required for occasional global meetings, training sessions, and customer escalations.\nWhat Will You Be Doing?\nYour role will be to help customers become successful Sweep users and ensure that the challenges they encounter are managed effectively. You will work closely with teams across Sweep to ensure that customer questions, feedback, and concerns are addressed in a timely and thoughtful manner.\nKey Responsibilities\nMonitor and resolve customer issues, including escalations, technical problems, and incidents.\n\nReach out to customers to conduct in-depth investigations and develop a clear understanding of their concerns.\n\nCollaborate closely with Product, Engineering, Delivery, and Customer Success teams to resolve domain-related questions and technical challenges.\n\nContribute to the development and maintenance of self-service content, including knowledge base articles, automated workflows, and AI-powered support tools.\n\nAct as the voice of the customer within Sweep by gathering, analyzing, and communicating customer feedback across the organization.\n\nContribute to the continuous improvement of customer satisfaction and NPS/CSAT performance.\n\nIdentify opportunities to improve customer support processes, workflows, and tools.\n\nMaintain accurate case documentation and ensure customers receive clear updates and timely follow-up.\n\nSupport customers using a B2B SaaS platform, including customers with complex organizational and reporting needs.\n\nParticipate in onboarding and training sessions that may take place during European/US business hours.\n\nWhat Do You Need to Bring?\nGlad you asked. This is who we’re looking for:\nQualifications \nThe ideal candidate will bring most of the following:\n2-3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company.\n\nDemonstrated experience supporting customers using a SaaS product.\n\nStrong written and verbal communication skills in English.\n\nAbility to connect the dots, investigate issues thoroughly, and identify the underlying cause of customer problems.\n\nStrong organizational skills and the ability to manage multiple customer cases simultaneously.\n\nAbility to explain technical or product-related topics clearly to both technical and non-technical audiences.\n\nExperience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.\n\nBased in the Philippines.\n\nWillingness to work flexibly during onboarding and transition to APAC support hours when required.\n\nAvailability to work the standard APAC schedule of 09:00-17:00 Philippines Time.\n\nA Plus\nExperience supporting enterprise accounts or B2B enterprise customers.\n\nExperience handling complex customer environments, escalations, or incident management.\n\nKnowledge of CRM, ticketing, and customer success platforms such as Intercom.\n\nExperience creating help center content, automated workflows, or AI-assisted support resources.\n\nExperience working in the climate, ESG, sustainability, or carbon accounting space.\n\nMandarin language skills.\n\nQualities \nEmpathetic and people-oriented, with a strong focus on creating a positive customer experience.\n\nComfortable building relationships with customers and collaborating across teams.\n\nQuick to respond while prioritizing quality, accuracy, and thoughtful investigation.\n\nOpen to constructive feedback and continuous improvement.\n\nEnthusiastic, self-motivated, and able to work with a high degree of autonomy.\n\nComfortable working in a growing, international SaaS company.\n\nAdaptable and comfortable collaborating across time zones and cultures.\n\nWhat’s in it for me?\nBy joining Sweep, you'll be part of a company with a bold vision to change the world. Over the past six years, we've built solid foundations, and now we're ready to think even bigger. Joining us now means playing a real part in that next chapter.\nOur hybrid work model, with offices in France (Paris, Montpellier), the United Kingdom (London), and the United States (Denver), gives you the flexibility to balance your personal and professional life while staying genuinely connected with your team.\nAs a B Corporation, we're dedicated to creating successful businesses that benefit everyone, including society and the planet.\nReady for the most exciting chapter of your career? Come join us on this extraordinary ride!","description_format":"text","description_chars":6019,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["ESG & Carbon Accounting Software"],"lifecycle":[{"event":"open","at":"2026-10-19T16:01:49Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Graduate Trainee, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Graduate Trainee; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-21T06:25:45+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":1,"expected_fill_days":44,"reasons":["conf:3","wave","win:early","comp:junior"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/sweep-customer-support-specialist-2","json_url":"https://alion.io/job/sweep-customer-support-specialist-2.json","meta":{"generated_at":"2026-10-21T08:06:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11528,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":53154},"rest":"https://alion.io/mcp/rest/get_company?id=53154"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsweep-customer-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsweep-customer-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsweep-customer-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sweep-customer-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsweep-customer-support-specialist-2"}]}