Customer Success & Documentation Specialist (SaaS Contractor – Philippines, Remote)

If you enjoy turning complex software workflows into clear, structured guidance — and helping customers succeed through documentation, systems thinking, and AI-ready knowledge design — this role is for you.

Contract Type: Independent Contractor
Location: Remote (Philippines-based)
Monthly Contractor Fee: ?120,000–?140,000 depending on experience

A bit about Brilliant Assessments

Brilliant Assessments is a powerful self-service assessment platform that enables business experts to build sophisticated interactive assessments that generate screen dashboards or PDF reports delivering high-value insights to respondents.

You can explore the platform here:
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--> Get Started --> “Try a Brilliant Assessment”

We started in New Zealand and now work globally with customers across the United States, the United Kingdom, Europe, and beyond. We are a lean, high-performing team where every tea ---------- mber has real influence.

About the role

This is a fully remote independent contractor role based in the Philippines, working closely with customers and tea ---------- mbers across:
- the United States
- Europe
- New Zealand

The role initially focuses heavily on documentation, SOP development, and knowledge-base improvement, helping us scale Customer Success through automation and AI-enabled support.
Over time, the role expands into direct customer support, onboarding, and solution design.

Availability expectations

Contractors are expected to maintain strong working-hour overlap with UK and US business hours.
Typically this means availability approximately between: 7:00 PM – 4:00 AM Philippine time
Exact working hours are flexible and managed by the contractor, provided customer support coverage expectations and collaboration needs are met.

What you’ll focus on first

Your initial priority will be helping us strengthen our documentation and SOP library so customers — and AI tools — can independently solve common workflows and questions.

This includes:
- creating and improving Customer Success SOPs
- improving Zendesk knowledge base content
- simplifying complex workflows into structured guidance
- identifying repeat support questions suitable for automation
- helping design AI-ready support documentation
- improving onboarding clarity for assessment builders
- supporting the development of templates and reusable resources

This role plays an important part in helping Brilliant Assessments scale Customer Success through automation and structured documentation.

How the role will grow

As documentation foundations strengthen, responsibilities expand into:
- supporting customers via email
- delivering Zoom onboarding sessions
- helping customers design and optimise assessments
- assisting with customer assessment builds when needed
- contributing to onboarding improvements
- helping develop templates and example solutions
- supporting customer case-study development

This is a high-impact role with real influence on how Customer Success evolves inside the company.

A bit about you

We value attitude, structured thinking, and clarity of communication above everything else.

You are likely a strong fit if you:
- have experience supporting SaaS customers
- have experience working inside Zendesk (or similar platforms)
- enjoy creating structured documentation and SOPs
- are comfortable working with AI tools
- have exceptional written English
- have strong analytical problem-solving skills
- can simplify complex workflows clearly
- have excellent attention to detail
- are confident working independently in a remote environment
- are comfortable communicating on Zoom
- are proficient with Microsoft Word
- have an eye for layout and presentation quality
- enjoy improving systems, not just responding to tickets

Bonus strengths:
- knowledge-base design experience
- onboarding or implementation experience
- technical support experience
- instructional writing experience
- process improvement experience
- workflow automation curiosity

Contract structure

This role is offered as an independent contractor engagement.
Contractors:
- work remotely from their own location
- provide their own equipment and internet connection
- manage their own working schedule within agreed availability expectations
- invoice monthly
- manage their own taxes and statutory obligations in their country of residence

What we offer

- Monthly contractor fee of ?120,000–?140,000 depending on experience
- Fully remote role
- Long-term engagement with a global SaaS company
- Opportunity to shape how Customer Success scales through AI
- Direct impact on product usability and customer experience
- Close collaboration with a high-performing international team
- Low-bureaucracy working environment

Application questions

Please include responses to the following:
- Why do you believe you are an exceptional fit for this role?
- Tell us about yourself and the type of work you enjoy most.

Practical assessment (part of the application process)

Shortlisted candidates will complete a short practical assessment designed to evaluate:
- structured problem-solving ability
- attention to detail
- written communication clarity
- documentation structure skills
- ability to simplify complex workflows
- customer-focused thinking
- process improvement mindset
- ability to prepare AI-ready support documentation

The assessment typically takes approximately 30–40 minutes to complete.

If you enjoy building systems that genuinely help customers succeed—and want to be part of a thoughtful, high-performing global team shaping the future of AI-enabled customer success—we’d love to hear from you.