Job Description
About Us
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
The Role
We are looking for a QA & Customer Support Specialist to own the quality of our product and the experience of our customers when they need help.
This is a hands-on, modern QA role. You will primarily work with AI-based testing tools to design, run and maintain test coverage across our mobile and web applications — finding issues before our customers do. Alongside this, you will handle inbound customer support enquiries over email, resolving problems directly and escalating the ones that matter to product and engineering.
This role is ideal for someone who is detail-oriented, curious about new AI tooling, and takes pride in shipping a product that just works. You'll sit at the intersection of engineering and customers, so the quality signals you surface will directly shape what we build next.
What You'll Do Quality Assurance
- Design, run and maintain test cases across web, iOS and Android using AI-based QA and test-automation tools.
- Use AI testing agents to generate, execute and triage test runs, reviewing results for genuine defects versus noise.
- Perform exploratory, regression and release-candidate testing ahead of each ship.
- Write clear, reproducible bug reports with steps, expected vs actual behaviour, logs and screenshots.
- Verify fixes and confirm resolutions before release.
- Maintain and improve test coverage as the product evolves.
- Help establish QA processes, checklists and release gates that scale with the team.
Customer Support
- Respond to inbound customer support enquiries over email, clearly and promptly.
- Diagnose customer-reported issues, reproduce them, and resolve or escalate as needed.
- Act as the bridge between customers and engineering — turning support tickets into well-documented bug reports.
- Track recurring issues and surface patterns to the product team.
- Maintain help documentation, FAQs and canned responses to improve response quality and speed.
- Follow up to ensure customer issues are fully resolved.
Collaboration & Improvement
- Gather and communicate customer and quality feedback to product and engineering teams.
- Contribute to release notes and customer-facing communications about fixes and changes.
- Help refine how we use AI tooling to test faster and more thoroughly over time.
- Assist with reporting on quality metrics, bug trends and support response times.
What Success Looks Like
Within Your First 12 Months You Will
- Establish reliable, repeatable test coverage across our core platforms.
- Reduce the number of defects that reach customers in production.
- Deliver fast, high-quality email support with strong customer satisfaction.
- Build a clean feedback loop between support, QA and engineering.
- Make our AI-based QA tooling a genuine force multiplier for the team.
- Create QA and support processes that scale as the business grows.
About You
You Are
- Detail-oriented, methodical and quietly relentless about quality.
- Comfortable adopting and getting the most out of new AI tools.
- A clear written communicator who can explain technical issues simply.
- Empathetic and patient when helping customers solve problems.
- Organised and able to manage multiple priorities and tickets at once.
- Proactive, resourceful and able to work independently.
- Excited by the pace and variety of an early-stage startup.
Experience
- 2+ years in QA, software testing, technical support or a related role.
- Hands-on experience testing web and/or mobile applications.
- Familiarity with AI-based testing tools, test-automation platforms or a strong appetite to learn them quickly.
- Experience with bug-tracking and support tools (e.g. Jira, Linear, Zendesk, Intercom or similar) is desirable.
- Comfort reading logs and basic technical troubleshooting is a plus.
- Experience working with SaaS products preferred.
Why Join Us
- Be part of a growing Australian technology company.
- Work directly with the founder and engineering team.
- Have a direct, visible impact on product quality and customer experience.
- Help shape how a modern startup uses AI to do QA.
- Enjoy significant ownership and responsibility.
Schedule: Monday to Friday 7AM-4PM PHT
Work Location: Home based.
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
