I’m seeking a fully remote role in SaaS or Business Operations where I can apply my experience in workflow optimization, system integrations, documentation, process improvement, and cross-functional coordination. I’m looking for opportunities to improve operational efficiency, grow professionally, and contribute to a forward-thinking team. Target salary: ₱100K–₱120K/month.
Looking for a job
Josh Peñafiel
@joshpenafiel
SaaS operations professional with several years of experience in system integrations, workflow optimization, process improvement, and cross-functional
PhilippinesWhat I'm looking for
I am a SaaS professional with several years of experience in technical operations, SaaS integrations, workflow optimization, incident management, and cross-functional collaboration. In my most recent role as a Support Specialist II at Lightspeed HQ, I worked with cloud-based commerce solutions, including POS systems and accounting integrations, helping identify complex system issues and coordinate resolutions across teams.
Throughout my career, I have developed strong skills in process improvement, escalation management, documentation, operational coordination, and problem-solving. As a Subject Matter Expert, I supported frontline teams by providing guidance, sharing troubleshooting workflows, improving documentation, and helping ensure that complex issues were handled efficiently. I also have over five years of experience using Zendesk, along with hands-on exposure to Jira, Salesforce, HubSpot, Intercom, Freshdesk, QuickBooks, Shopify, Zapier, and other SaaS platforms.
One of my strengths is understanding how systems, workflows, and teams work together. I enjoy identifying process gaps, organizing information, improving operational procedures, and collaborating with different stakeholders to achieve better outcomes. My experience working with international customers and teams has also strengthened my written communication, adaptability, and ability to work effectively in remote environments.
I am now looking to transition into a more operations-focused career, particularly in Business Operations, SaaS Operations, Business Process Improvement, Project Coordination, Implementation Operations, or Systems and Workflow Management. I am interested in opportunities where I can use my existing SaaS knowledge and operational experience to improve internal processes, support business efficiency, coordinate initiatives, and contribute to scalable business operations rather than focusing on frontline customer service or pure technical support.
My ideal opportunity is a fully remote position with an international or forward-thinking company that values ownership, continuous improvement, collaboration, and professional development. I am particularly interested in roles that offer opportunities to expand my skills in operations management, business systems, project coordination, process automation, and data-driven decision-making.
I bring a combination of technical understanding, operational awareness, documentation skills, and a continuous-improvement mindset. I am eager to apply these strengths in a new role where I can make a meaningful contribution to business performance while continuing to grow professionally.
Experience
Work history, roles, and key accomplishments
•Provide support for internal frontline agents who will be primarily receiving incoming calls from customers.
•Provide excellent technical support and customer service to our customers over the phone and via e-mail support tickets
•Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
•Proper
LH
Support Specialist
Lightspeed HQ
Jan 2021 - Jan 2026 (5 years)
Maintain customer health and retention by responding to red flags in coordination with our Account Managers. Involvement in the review and deployment of new Lightspeed platform releases Assist with the identification, reproduction, and escalation of product issues and bugs to Quality. Assurance team, tracking through to resolution with each customer, partner, and Lightspeed team member. Advocate a
• Maintain customer health and retention by responding to red flags in coordination with our Account Managers
• Assist our education team in the enhancement of the Lightspeed Support Centre
• Involvement in the review and deployment of new Lightspeed platform releases
• Assist with the identification, reproduction and escalation of product issues and bugs to the Quality
Assurance team, tracking th
Adhere to schedule, quality standards, and information security policies. Meet individual and team performance benchmarks defined by the process. Participate in training, calibrations, and continuous improvement initiatives. Respond promptly to user inquiries, provide technical support, and assist with troubleshooting hardware, software, and network-related issues. Guide users through problem-solv
CP
Senior Process Executive
Cognizant Philippines
Jan 2020 - Jan 2021 (1 year)
Adhere to schedule, quality standards, and information security policies. Meet individual and team performance benchmarks defined by the process. Participate in training, calibrations, and continuous improvement initiatives. Respond promptly to user inquiries, provide technical support, and assist with troubleshooting hardware, software, and network-related issues. Guide users through problem-solv
Respond promptly and professionally to customer inquiries via phone, email, or chat, addressing technical concerns, troubleshooting issues, and providing solutions. Diagnose and resolve hardware and software problems, including installation, configuration, and compatibility issues. Guide customers through step-by-step troubleshooting processes to identify the root causes of technical challenges. P
SP
Technical Support Representative
Sitel Philippines
Jan 2015 - Jan 2020 (5 years)
Respond promptly and professionally to customer inquiries via phone, email, or chat, addressing technical concerns, troubleshooting issues, and providing solutions. Diagnose and resolve hardware and software problems, including installation, configuration, and compatibility issues. Guide customers through step-by-step troubleshooting processes to identify the root causes of technical challenges. P
Education
Degrees, certifications, and relevant coursework
WU
West Visayas State University
Bachelor of Science, Information Technology
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
PhilippinesAuthorized to work in
Salary expectations
80k+ PHP
Social media
Job categories
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