Job Description
We’re looking for a reliable, product and customer-focused
Customer Support Representative to join our team. This role will handle day-to-day inbound support requests from our clients, helping them resolve questions and issues related to using our product. Support will be handled by email through our ticketing system (HubSpot).
This is a problem-solving role for someone who’s great with people, calm under pressure, and able to recognize when an issue needs to be escalated to other teams.
Key Responsibilities - Respond to customer inquiries about how to use our product, resolve access issues, and troubleshoot common problems.
- Work tickets end-to-end: monitor the ticket queue, respond promptly, and follow up until resolution.
- Identify when to escalate issues to Customer Success, Engineering, or other internal teams (e.g., if a bug, data issue, or complex case arises).
- Maintain a friendly, professional tone in all customer interactions.
- Follow support workflows and contribute ideas for improving them
- Document common issues and solutions to help the team work more efficiently.
Requirements: - Experience: 2+ years in a customer support, client service, or help desk role — preferably in SaaS, tech, or other online products
- Strong written English communication skills
- Comfortable using web applications and troubleshooting common user issues.
- Attention to detail, patience, and a positive attitude with clients
- Tools: Familiarity with a help desk or CRM system (like HubSpot, Zendesk, or similar) is a plus.
Additional Information: - Homebased
- M to F, 9pm to 6am Manila Time
