Customer Support Representative

Job Title: Customer Support
Salary: $1,200 - $1,400 USD
Working Set Up: Fully Remote - Philippines
Working Schedule: Monday–Friday, 9:00 AM – 5:00 PM EDT/EST
Engagement Type: Independent Contractor

About Fiscal.ai

Fiscal.ai is a leading research and data platform built for capital markets professionals. Combining a high-performance research Terminal with a modern, near-real-time fundamentals API and MCP server, Fiscal.ai is redefining financial data infrastructure for the AI era. Headquartered in Toronto and backed by venture capital, the company serves thousands of institutional and professional clients and reaches millions of end-users through its API ecosystem.

About the Role

We're looking for a Customer Support Specialist to join Fiscal.ai and help deliver an exceptional customer experience. In this role, you'll be the first point of contact for customers, helping troubleshoot product issues, answer questions about our financial data platform, and collaborate closely with Product, Engineering, and Data teams to resolve more complex cases.

This role is ideal for someone who enjoys solving problems, communicating clearly, and working at the intersection of fintech, financial data, and technology.

What You'll Do

• Own first-line customer support for Fiscal.ai users across email, Slack, and ticketing systems.
• Troubleshoot account, billing, product, API, MCP, and financial data issues with strong triage judgment.
• Explain financial data, platform limitations, API access, coverage, and update timing in concise, customer-friendly language.
• Escalate issues to product, data operations, or engineering with clear context when they cannot be resolved directly.
• Identify recurring support patterns and surface product, documentation, data quality, or workflow improvements.

Requirements

• 3+ years experience  with a proven track record in customer support, technical support, or customer success within SaaS, Fintech, financial data, or developer-facing products.
• Financial Data Literacy: Ability to understand and explain company financial statements, ratios, estimates, transcripts, tickers, exchanges, ETFs, ADRs, coverage gaps, and data update timing.
• Strong experience and interest in financial markets
• Technical Support Skills: Comfortable troubleshooting REST APIs, MCP integrations, API keys, JSON/error payloads, rate limits, browser issues, screenshots, and console logs.
• Support Triage Judgment: Ability to identify whether an issue belongs to support, billing, product, data operations, or engineering, and escalate with clear context when needed.
• Clear Written Communication: Strong ability to write concise, accurate, plain-language replies that explain technical or policy issues.
• Systems Fluency: Experience working with shared inboxes, Slack/internal review workflows, ticketing systems (Linear), billing tools (Stripe).
• Investment Research Interest: Familiarity with fintech, market data, SaaS subscriptions, developer APIs, or investment research workflows is a strong advantage