Customer Support Specialist (B2B & Saas)

EviSmart

Customer Support Specialist

*“If you’ve worked in support and watched product ignore your feedback — this isn’t that. The labs and dentists you support are the ones the roadmap is built around.”*

📍 Philippines  •  On-site  •  Full-Time

What EviSmart Is Building

EviSmart is the leading dental Autopilot system operating across 28 countries in a $40B healthcare industry — and the Manila team builds and ships it. Not an MVP. Not a pilot. Live, in production, with thousands of dental labs and dentists depending on the platform every day to run their business.

We have multiple in-house AI teams building the next generation of dental design automation — and Manila is where it gets operationalized. We are one of the few genuinely AI-first companies in the Philippines. The models are being built here. The product is scaling here. The opportunity is here.

Why This Role, Why Now

Customer Support is the human layer of an AI platform that thousands of dental labs and dentists depend on every day. As EviSmart scales across 28 countries and adds new AI-powered features to the platform, support is no longer a back-office function — it is where customer adoption either succeeds or fails. When a lab cannot move a case forward because they do not understand a workflow, that is a retention event. The person on the other end of that ticket is the one who decides whether the customer stays.

The person who joins now as Customer Support Specialist does not inherit a finished playbook. You will define what excellent support looks like for a global dental AI platform — the resolution standard, the training curriculum, the feedback loop into product — before those patterns are set by someone else. In two years, the person in this seat owns customer-facing operations for a meaningful slice of the platform.

Early joiners grow with the company. That is not a slogan — it is how every senior role here got built.

Why EviSmart

• Leading dental Autopilot system in a $40B global healthcare industry — operating across 28 countries, live in production

• Multiple in-house AI teams building proprietary models — not just consuming APIs. Claude, Cursor, Luvable, and LLM-powered workflows are part of the daily stack

• Manila is not a back office. It is the delivery engine — operations, AI, product, and engineering all run from here. Your work ships globally

• We promote based on output, not tenure. The people who move fastest here are the ones who own their work completely

• 300\+ people and growing — the career path is real because the company is growing into it

What You’ll Own

• Customer Resolution —

you own the outcome of every ticket you touch across email, phone, and chat, end-to-end. The metric is not how fast you respond — it is whether the customer’s problem is actually solved. You do not hand off and disappear; you stay with the case until it is closed.

• Customer Training and Onboarding —

run training sessions, onboarding calls, and product demos that customers remember. Build the reusable session materials, agendas, and recording library — so the second customer benefits from what you learned with the first. New customer adoption inside their first 30 days is a number you watch.

• Documentation and Knowledge Base —

the customer-facing help content and the internal support knowledge base are yours. You write it. You keep it current. When a question comes in three times, the article exists by the fourth.

• Product Feedback Loop —

patterns in tickets become structured escalations to product and engineering with the data, the customer impact, and your recommendation. A raw complaint forwarded to product is not feedback — it is offloading. You bring the pattern, the count, and the proposed fix.

• Support Process Improvement —

identify what is slowing resolution and fix it. Build templates, response macros, internal workflows, and AI-assisted summarisation using Claude before requesting engineering support. The next person you train should ramp faster because you fixed the system, not because they are smarter.

• Risk Signal —

you are the first to know when a customer is trending toward escalation, when a backlog is building, or when a single ticket has the shape of a churn event. You act before it lands on a leadership report.

What You’ll Get

• A seat at the AI table —

work directly alongside in-house AI model teams using Claude, Cursor, Luvable, and LLM-powered workflows. You will use these tools daily — to draft responses, summarise ticket patterns, and build internal support tooling — not read about them in a newsletter.

• Global reach, Manila-built —

EviSmart operates across 28 countries. The customers you support are running their dental businesses across North America, Europe, and beyond — from your desk in Manila.

• Your queue, your customers, your name on the outcome —

resolution rate, customer satisfaction, training adoption — these are tracked to you, not lost in a team metric.

• A concrete career path —

Customer Support Specialist → Senior Customer Support Specialist → Customer Success or Support Lead. As the customer base grows, the operational scope grows with it.

• Above-market compensation for support specialists who have personally owned customer outcomes — not just ticket throughput. Range disclosed at first screen.

• HMO coverage, 13th month pay, and all government-mandated benefits

How We Work

We share work before it’s ready. We debate decisions loudly and execute them quietly. We default to fixing problems instead of escalating them. Manila is the delivery engine for a global platform — the standard is high and the pace is real.

A ticket that sits unresolved for 48 hours is a retention problem. A pattern of repeat questions with no doc update is a process problem. A customer issue that reaches the CTO/GM without prior notice from support is an escalation failure. We fix things before they escalate, and we expect everyone here to do the same.

If you have spent time in a support role where feedback to product disappeared into a backlog and training was someone else’s job — you’ll notice the difference on your first week.

*“Why EviSmart and not a bigger company? Because at a bigger company, your work goes into a queue. Your output is handled by a template. Here, what you build ships to 28 countries. That’s the kind of ownership most roles never give you — and we think the best people want it.”*

— EviSmart Talent Team

A Note on What We’re Not

The most common question we hear from strong candidates for this role is: “Is this just a ticket-pushing job with a different title — deflect, route, repeat?”

It is a fair question. The answer is no — and here is what makes it different. You are not here to deflect tickets to FAQ pages. You own resolution end-to-end. You run the training sessions. You write the documentation. You spot the patterns and bring them to product with a recommendation. The measure of success is not how fast you close tickets — it is whether the customers you support stay, expand, and refer others. If you have spent time in a support role where feedback to product disappeared into a backlog and training was someone else’s job, this will feel different on your first week.

This is not a cost-center role and Manila is not a support function. Our Manila team leads engineering and operations — the product ships from here. If you’ve seen “Philippines office” mean something smaller at other companies, that is not what this is.

On AI:

EviSmart’s AI is not a marketing claim. We have in-house model research and development teams, and the tools we use daily — Claude, Cursor, Luvable, LLM-powered workflows — are part of the actual stack, not a slide in a deck. This role uses Claude directly to draft responses, summarise ticket patterns, and build internal support tooling — it is part of the day-one workflow, not a nice-to-have.

What We Need

• 2\+ years in SaaS or B2B customer support where you personally owned ticket resolution end-to-end — not handing off, but closing the case yourself

• Track record of explaining technical concepts in plain language to non-technical users — think dentists and lab owners, not engineers

• Experience running customer training, onboarding sessions, or product demos — not just answering tickets, but actively teaching customers how to get more out of the product

• Judgment to spot patterns across tickets and escalate them with data and a recommendation, not a raw complaint forwarded to product

• Communication that is clear, fast, and written — we are distributed and async writing is a core skill, not a soft one

• Familiarity with Zendesk, HubSpot, Jira, or similar support and collaboration platforms is a strong advantage

Apply at job-boards.greenhouse.io/evismart or evismart.com/careers

EviSmart  •  Philippines  •  evismart.com