SaaS

Hire customer support for a SaaS company

A SaaS support hire answers how-to questions from the help center you wrote, writes a bug down clearly enough for engineering, and walks a new account through the checklist you own. The hire is full-time, based in the Philippines, and $1,800 a month. They do not promise a feature.

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Start in 14 days.

Illustration of customer service work: a support chat on a laptop with headset, inbox, phone and star rating icons

Tasks this hire takes on

Software support fails when the hire invents an answer. The job is to use the help center and to write a good ticket.

  • Answer how-to questions with the article that already exists, and link it.
  • Reproduce a bug far enough to list steps, then hand it to engineering.
  • Walk a new account through the onboarding checklist the company owns.
  • Tag tickets by feature so you can see what confuses people.
  • Escalate a billing change to the person who can edit the subscription.
  • Record a short screen walkthrough when a screenshot is not enough, if you allow it.

Tools they work in

Give them the helpdesk, a non-admin look at the product, and a channel engineering actually reads.

  • Zendesk, Intercom, or Help Scout.
  • The product, on a support role rather than a full admin.
  • The help center and a status page.
  • Slack for engineering handoff.
  • Loom or a similar recorder, if the company wants short walkthroughs.

How the hire works

  1. You share the help center, the tagging scheme, and which bugs go to engineering versus a known issue.
  2. We shortlist full-time support VAs in the Philippines who have worked a software queue.
  3. The trial week is real tickets, with a replacement or refund if they guess instead of using the docs.
  4. Product changes and pricing stay with the company.

Support explains the product you have. Roadmap promises, custom contracts, and production access stay with the people who own them.

We recruit the top 2% of applicants. Rekruuto is trusted by 100+ customers. The hire is full-time and based in the Philippines, working your hours. You manage the day-to-day work.

Price and trial

This role is $1,800 a month. Software developers and AI Implementation Specialists start from $2,500 a month. Hiring can start in 14 days. There is a 1-week trial: if you are not satisfied, we find a replacement or refund your money. You can pause or cancel with 2 weeks' notice.

Pricing: Most roles $1,800/mo (£1,395 + VAT in the UK, €1,650 in Europe). Developers and AI Implementation Specialists from $2,500/mo (from £1,945 + VAT in the UK, from €2,295 in Europe).

See your shortlistStart in 14 days.

See the Customer service virtual assistant role and the rest of the seats on all roles.

Frequently asked questions

What does a SaaS support hire do all day?

They clear how-to tickets from your help center, write reproducible bug notes, and follow your onboarding checklist. They are full-time and based in the Philippines.

Will they have admin access to our product?

Only the access you grant. Most teams start with a support role that can see an account and cannot change billing or code.

How much is SaaS customer support through Rekruuto?

This role is $1,800 a month. If the need is a developer rather than the queue, software developers start from $2,500 a month.

What if they tell a customer the wrong thing?

The 1-week trial is how you find that out, on real tickets, with a replacement or a refund. Hiring can start in 14 days.

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Before you go

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