Customer Support Representative

Customer Engagement | Remote (Philippines or China)
Working hours aligned to US & European time zones

Who we are

LightSource is the next-generation operating system for Procurement. We build SaaS software for procurement managers – the folks at companies responsible for managing suppliers and vendors.

Sales has Salesforce, HR has Workday, and now finally procurement has LightSource.

We build something similar to a CRM, but instead of helping sales professionals find customers, we help procurement managers find vendors, manage negotiations, and buy intelligently.

Our team consists of passionate builders from places like Tesla, Waymo, McKinsey, and Google X. We’re small, ambitious, and love tackling complex problems while learning quickly and having fun along the way.

We’re growing fast, and our Customer Engagement team plays a critical role in delivering an exceptional experience to every LightSource customer.

About you

• You’re an excellent communicator — clear, patient, and thoughtful in how you respond.
  

• You genuinely enjoy helping people solve problems.
  

• You’re organized and detail-oriented, able to manage multiple conversations and priorities at once.
  

• You’re comfortable navigating ambiguity in a fast-moving startup environment.
  

• You’re tech-savvy and quick to learn new tools and systems.
  

• You’re intellectually curious and excited to grow early in your career.
  

• You’re comfortable working US and European hours while based in the Philippines or China.
  

Role and Responsibilities

As a Customer Support Representative, you will be a key player in ensuring our customers have a seamless, positive experience on our platform. You’ll work closely with our Customer Success Manager or Deployment Strategist (based on experience) and collaborate cross-functionally to support smooth deployments and long-term customer satisfaction.

Specifically:

• Assist customers with onboarding and setup to ensure a smooth experience
  

• Resolve customer issues and support requests via email, phone, and chat
  

• Manage and prioritize incoming support tickets
  

• Document and improve support workflows to increase team efficiency
  

• Track customer feedback and recurring issues, sharing insights with the product team
  

• Partner with cross-functional teams to ensure seamless customer deployments
  

Qualifications

• Bachelor’s degree or equivalent work experience
  

• Proficient in English (verbal and written)
  

• Experience supporting customers in Europe and the USA
  

• Strong written and verbal communication skills
  

• Ability to work independently while collaborating effectively with a team
  

Bonus Points

• Prior experience in Procurement
  

• Experience using Intercom or similar support tools
  

• Basic Excel skills
  

Benefits

• Competitive base salary
  

• Comprehensive healthcare coverage, including dental and vision
  

• Generous vacation and sick leave policies
  

• Opportunity to grow within a fast-scaling, global team
  

The Team

We’re building something ambitious in a massive category. We move quickly, we value ownership, and we believe in direct feedback and continuous learning.

If you’re ready to tackle complex challenges and make an impact with cutting-edge AI solutions, we’d love to hear from you.

Reach out — let’s chat for 15 minutes.