Customer Support Specialist - Philippines (US Hours)

Traild: Who are we?  

Traild is a high-growth SaaS company redefining how finance teams operate, combining AI, automation, and payments infrastructure to power the future of B2B finance. 

Every year, businesses lose billions to fraud, errors, and mistakes. Traild exists to solve this at scale, helping finance teams move faster, stay in control, and operate with confidence. 

With rapid customer growth, global expansion across APAC, North America and EMEA, and continued investment in product innovation, we are at a defining stage of our journey. 

This is an opportunity to help shape the next category leader in finance automation, control and security, building technology that transforms how businesses manage, move, and protect money. At the core of this is a powerful AI-driven platform, enabling finance teams to deploy intelligent agents that do the work, surface risk in real time, and continuously improve how financial operations run. 

Traild is building the infrastructure behind modern finance, protecting and powering meaningful volumes of the world’s B2B transactions. 

If you’re excited by high growth, real ownership, and building something that matters, Traild is the place to do the most impactful work of your career. 

Hear how Traild customers speak about us here. 

The Role: 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 a Customer Support Specialist 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 is based in the Philippines but works US business hours, with a preferred local start time of 9pm. 

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 monthly salary for this position is PHP 45,000–50,000 per month, plus a night shift differential and a night shift performance bonus. 

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: our eNPS score is 78, where anything above 50 is considered world-class. 

Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment. Please note that Traild is an E-Verify employer.