Customer Support & Documentation Specialist

ABOUT US

We are a rental management platform used by RV rental businesses across the United States to run their entire operation — reservations, payments, security deposits, fleet maintenance, and customer communication. We were built by people who ran an RV rental company for 14 years, so we know exactly what our customers are dealing with when something goes wrong in the middle of a busy weekend.

Several members of our team are based in the Philippines, and they have become essential to how this company runs. Our QA team, who you would work with every day, is there. Our lead developer works in the same timezone you do. This is not our first hire from the Philippines and we are not experimenting.

We are a small, profitable software company building for the long term. Our software is new, growing quickly, and used by real businesses with real money moving through it. That makes the work genuinely interesting, and it means there is always something new to learn.


THE ROLE

Full-time (40 hrs/week), Philippine business hours, fully remote from anywhere in the Philippines. Compensation is PHP 45,000 - 55,000 per month depending on experience, employed through our Employer of Record, including 13th month pay, statutory contributions, and Philippine public holidays. You will report to the two founders directly.

You will learn our software thoroughly by writing the documentation for it, and use that knowledge to help our customers when they need it.

Roughly 80% of what makes someone great at this comes down to two things: being an excellent writer and documenter, and genuinely caring about the person on the other end of the message. If you bring those and a willingness to learn, we will teach you the rest.

DOCUMENTATION — your main work, especially in the first months:

- Work alongside our QA team to document every page and workflow in the application, and maintain the step-by-step checklists QA uses when testing
- Create customer-facing help content: written guides, annotated screenshots, short screen-recorded videos
- Keep documentation current as the product changes — we release new features frequently
- Contribute to in-app help content and product release announcements

CUSTOMER SUPPORT — growing over time:

All of your customer contact is in writing. There is no phone work in this role; the rare call that is needed is handled by our US-based team.

- Read customer emails and figure out what they are actually asking, which is often not what they wrote
- Reproduce reported problems on our test environment and write up clear, complete descriptions of what you found
- Log defects in Linear (our issue tracker) with steps to reproduce, expected result, and actual result
- Answer customers directly when the software is working correctly and they simply need guidance

How escalation works: you try to reproduce the problem first, with help from our QA team — they are your day-to-day colleagues, they know the product deeply, and they share your timezone. If you cannot get to the bottom of it, or it needs a code-level answer, then you go to the founders. You are not expected to solve everything alone — you are expected to arrive with clear, complete information.


WHAT WE NEED FROM YOU

- Excellent written English. Most of your work is writing — to customers, in documentation, in defect reports. This is the single most important requirement of the job.
- Demonstrable writing or documentation experience: technical documentation, help centers, user guides, training materials, or similar. We would love to see examples.
- Genuine patience and empathy. Customers contact us when something is not working, often on a busy day when stress is high.
- Comfort with software. You explore a new application until you understand it, rather than waiting to be shown.
- The ability to work independently and communicate clearly in writing, we often work asynchronously.
- A quiet, reliable work-from-home setup with dependable internet and space to record clear audio and video. Our whole team works remotely; we have no office in the Philippines. If your internet often goes down, or your power often goes out, this role is not for you.

Helpful but not required: software QA or testing experience; Linear, Jira, or a similar issue tracker; a help center tool (Intercom, HelpScout, Zendesk, Notion); video capture and editing (Loom, ScreenPal, Camtasia); exposure to booking, reservation, or payment software.


YOUR FIRST 90 DAYS AND BEYOND

You will spend roughly the first month learning the product by documenting it — working closely with our QA team, going page by page through the application, and asking a lot of questions. This is expected and welcome. From there you will begin shadowing real customer issues, and by around month three you will handle customer requests directly with review and support, while documentation remains a core part of your week.

This role is the foundation of our support function and we expect it to grow — owning our help center, contributing to customer onboarding, and mentoring future support hires as the team expands. We are looking for someone who wants to be with us for years, not months.


HOW TO APPLY

Please follow these instructions carefully. Applications that skip a step will not be reviewed.

1. Start your message with the word SUNSEEKER so we know you read this posting fully.

2. Tell us about your writing. Attach or link to two samples of documentation or instructional writing you have produced. If your best work is under NDA, write something new — a one-page guide explaining any software feature you know well, to someone who has never used it. AI slop will disqualify you.

3. Answer this scenario in your reply. You receive this email from a customer:

"Hi — the deposit thing is broken again on one of our reservations. Customer is upset. Can you fix it? See attached."

(There is no attachment.)

In no more than 200 words: what do you do first, and what do you write back?

4. Tell us in two or three sentences why this kind of work appeals to you.

Shortlisted applicants will be given a short paid documentation exercise: a two-minute screen recording of one workflow in our software, to be turned into a help article. This is the closest thing to the real job, and it is how we make our decision.