Product Support Specialist

About us

Omni HR is a VC-backed SaaS startup in Singapore.

We free HR teams from administrative cycles by automating the entire employee lifecycle from recruitment and onboarding to employee engagement and payroll allowing them to focus on strategic work that drives business growth.

Founded in 2021 and backed by leading HR tech investors, Omni powers Asia's fastest-growing companies with our customizable HR tools.

What we are looking for

We are seeking a product-focused Customer Support Specialist to help our customers successfully use Omni HR's platform.

This role focuses on understanding product behaviour, system logic, and user workflows in order to investigate issues and provide clear, accurate explanations to customers. You will regularly dive into configurations, data inputs, and product flows to understand why something happened not just what the outcome was.

This is not an engineering or coding role. Instead, it is well-suited for someone who is analytical, product-minded, and enjoys problem-solving within a complex SaaS product.

The ideal candidate is curious, structured in their thinking, and takes pride in delivering thoughtful, well-reasoned responses rather than generic replies.

Responsibilities

• Act as a primary point of contact for customer questions and support requests
• Resolve day-to-day product questions through strong product knowledge and clear guidance
• Investigate more complex issues by reviewing product behaviour, configurations, data inputs, and workflows
• Provide clear, friendly, and structured responses that explain what happened and how to resolve it
• Reproduce issues when needed to understand root causes and determine next steps
• Escalate genuine product issues with clear context and documentation
• Collaborate with product, engineering, and implementation teams on complex cases
• Identify recurring customer issues and help improve documentation, processes, or in-product guidance
• Help customers use the product correctly and with confidence

Requirements

• 3+ years of experience in SaaS customer support, product support, implementation, or a similar customer-facing role
• Strong problem-solving and logical thinking skills
• Comfortable learning and navigating complex software products
• Able to investigate issues when needed, without overcomplicating simple cases
• Clear written communication skills, with the ability to explain things calmly and clearly
• Curious and responsible mindset willing to dig deeper when something doesn't look right
• Experience working with product or engineering teams is a plus, but not required