Support Analyst

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth. This role exists to deliver market-leading customer experience by helping users solve complex product issues and get maximum value from our platform. As the first line of human support for escalations and advanced queries, you’ll blend customer empathy with technical expertise - acting as a key bridge between SafetyCulture and our customers. As our use of AI evolves, this role is also becoming central to supervising, correcting, and improving AI-driven support.

Key Responsibilities

• Deliver fast, helpful, and high-quality product support to customers via live chat, email, and voice channels.
• Troubleshoot complex product issues and guide users through platform configuration, use cases, and integrations.
• Supervise and correct AI responses, escalating complex or sensitive issues as needed.
• Educate customers about SafetyCulture products and features, aiming to make them self-sufficient.
• Use data, logs, and technical resources to find the root cause of problems and recommend long-term solutions.
• Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework.
• Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience.
• Contribute ideas and insights to help shape better support processes and product design.
• Close out cases with confidence, ensuring customers are satisfied and unblocked.

Required skills & experience

• Experience in a customer-facing role, ideally in a tech or SaaS environment.
• Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools.
• Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly.
• Passion for helping people and a customer-first mindset.
• Comfort working with AI tools and willingness to adapt in a fast-changing environment.
• Proactive and collaborative—ready to “Be Bold, Bring Action” with ideas for improvements.
• Proficiency in English is required.
• Fresh graduates are encouraged to apply!

Location We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office. Check out our Facebook and Instagram pages to get a glimpse of the SafetyCulture life! The Company SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila. Our first product, the SC app, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact this app can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month. This is an exciting time in SafetyCulture’s history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We’ve raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day. At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day. You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.