Customer Support Specialist

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

We’re looking for a detail-oriented and customer-focused Support Specialist to join our team. This role will focus on helping customers set up, troubleshoot, and optimize integrations between our platform and third-party tools as well as learn and provide support to Large Firms and complex requests created by our Tier 1 support team. You’ll be the go-to person for resolving integration issues, working closely with both our customers and internal teams (Product, Engineering, Services and Success) to ensure seamless connectivity and great customer experience.

Please note, we are only considering candidates in Cebu and you will be required to work US hours. 

• Serve as the primary point of contact for customers experiencing issues with integrations and large firms.
• Guide customers through setup and configuration of supported integrations and issues for our large firms (e.g., CRM, accounting, communications, workflow, or other SaaS tools).
• Troubleshoot and resolve integration errors, escalating to engineering when needed.
• Maintain documentation and FAQs related to integrations.
• Collaborate with Product and Engineering teams to log bugs, track feature requests, and provide feedback on recurring integration challenges.
• Monitor integration health and proactively identify potential issues before they affect customers.
• Provide clear, empathetic, and timely communication with customers.
• Contribute to building scalable support processes for integrations as our customer base grows.

Candidates with following experience are encouraged to apply:

• Experience: 2+ years in technical support, customer support, or a related role, preferably with a SaaS company.
• Technical skills: Familiarity with APIs, webhooks, authentication methods (OAuth, SSO), and integration troubleshooting. Ability to read technical documentation.
• Communication: Strong written and verbal communication skills; ability to explain technical concepts to non-technical audiences.
• Problem solving: Comfortable investigating root causes and working through complex customer issues.
• Tools: Experience with ticketing systems (e.g. Salesforce, Intercom), and common SaaS tools.
• Bonus: Experience supporting integrations in areas such as CRM, accounting, or workflow automation platforms.

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
• Work-from-home allowance
• Rice subsidy
• Meal allowance per working day
• Laundry allowance
• 15 paid time off days per year (which includes 5 Karbon Days per year)
• 7 Sick leave days per year
• Internet and work-from-home subsidy
• Discretionary bonus program
• Work with (and learn from) a very experienced team
• Be part of a startup team that will continue to grow around you
• Flexible approach to work environment (we believe in trust and autonomy)
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [email protected] for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!