Customer Support Specialist

Climate 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.

Together, we can make a difference.

The 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.

As 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.

You will be part of the Product Department and report to the Customer Support Lead.

The standard working schedule is 09:00–17:00 Philippines Time.

During 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.

Some flexibility may also be required for occasional global meetings, training sessions, and customer escalations.

Your 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.

Key Responsibilities

• Monitor and resolve customer issues, including escalations, technical problems, and incidents.

• Reach out to customers to conduct in-depth investigations and develop a clear understanding of their concerns.

• Collaborate closely with Product, Engineering, Delivery, and Customer Success teams to resolve domain-related questions and technical challenges.

• Contribute to the development and maintenance of self-service content, including knowledge base articles, automated workflows, and AI-powered support tools.

• Act as the voice of the customer within Sweep by gathering, analyzing, and communicating customer feedback across the organization.

• Contribute to the continuous improvement of customer satisfaction and NPS/CSAT performance.

• Identify opportunities to improve customer support processes, workflows, and tools.

• Maintain accurate case documentation and ensure customers receive clear updates and timely follow-up.

• Support customers using a B2B SaaS platform, including customers with complex organizational and reporting needs.

• Participate in onboarding and training sessions that may take place during European/US business hours.

Glad you asked. This is who we’re looking for:

Qualifications 🏆

The ideal candidate will bring most of the following:

• 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company.

• Demonstrated experience supporting customers using a SaaS product.

• Strong written and verbal communication skills in English.

• Ability to connect the dots, investigate issues thoroughly, and identify the underlying cause of customer problems.

• Strong organizational skills and the ability to manage multiple customer cases simultaneously.

• Ability to explain technical or product-related topics clearly to both technical and non-technical audiences.

• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.

• Based in the Philippines.

• Willingness to work flexibly during onboarding and transition to APAC support hours when required.

• Availability to work the standard APAC schedule of 09:00–17:00 Philippines Time.

A Plus ➕

• Experience supporting enterprise accounts or B2B enterprise customers.

• Experience handling complex customer environments, escalations, or incident management.

• Knowledge of CRM, ticketing, and customer success platforms such as Intercom.

• Experience creating help center content, automated workflows, or AI-assisted support resources.

• Experience working in the climate, ESG, sustainability, or carbon accounting space.

• Mandarin language skills.

Qualities 🧠

• Empathetic and people-oriented, with a strong focus on creating a positive customer experience.

• Comfortable building relationships with customers and collaborating across teams.

• Quick to respond while prioritizing quality, accuracy, and thoughtful investigation.

• Open to constructive feedback and continuous improvement.

• Enthusiastic, self-motivated, and able to work with a high degree of autonomy.

• Comfortable working in a growing, international SaaS company.

• Adaptable and comfortable collaborating across time zones and cultures.

By 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.

Our 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.

As a B Corporation, we're dedicated to creating successful businesses that benefit everyone, including society and the planet.

Ready for the most exciting chapter of your career? Come join us on this extraordinary ride!