Remote Contractor: Customer Support Representative Services (Philippines base, US hours)

Position Overview

• Location Type: Remote (Philippines)
• Job Type: Full-time
• Salary: $530 - $600 USD / month

Seeking to hire a Remote Tier 1 Customer Support Representative to join our Customer Experience Department based out of the Philippines.

Why you’ll love this role:

• Customer Engagement & Communication: Build meaningful connections by handling customer interactions across chat and email with professionalism and empathy. You’ll be the voice of our brand, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.
• Problem Solving & Case Resolution: Leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently. Analyze issues, identify solutions, and ensure customers walk away happy and supported.
• Tech-Savvy Customer Support: Navigate and utilize various support platforms and tools to assist customers effectively and efficiently. This role is ideal for those who enjoy learning new systems and using technology to enhance customer experiences.
• Collaboration & Internal Communication: Work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences. Be part of a dynamic team, sharing insights and collaborating to create the best possible customer experience.

Requirements

• 3+ years of customer support, helpdesk, or related experience.
• Strong verbal and written communication skills.
• Ability to troubleshoot and problem-solve effectively.
• Empathy and a customer-first mindset.
• Strong time management and multitasking skills.
• Familiarity with supporting educators and schools; or experience in tech support and education technology.
• Techstack: Experience or ability to quickly learn Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal support tools.
• Prior experience with remote customer support or working across multiple time zones.
• Experience working for a US-based tech company.
• Written and verbal English fluency.
• Experience working US-based hours (PHL night shift).
• Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product.

Preferred (but not required):

• Associate or Bachelor’s degree in a related field.
• Experience in EdTech, SaaS, or other fast-paced tech environments.
• Familiarity with Clever, Google Classroom, and other LMS integrations.

Responsibilities

• Handle customer interactions across chat and email.
• Log, track, and resolve customer cases using Salesforce and internal tools.
• Utilize various support platforms and tools to assist customers.
• Provide clear and concise updates to internal teams.

KPIs for Success

• First Response Time (FRT) < 15 min
• Quality Monitoring (QM) score of 85%+
• Customer Satisfaction Score (CSAT) of 85%+
• Average Case Handle Time (AHT) < 15 min
• Escalation rate <10%

Working Hours

• 8 hours a day, Monday - Friday.
• Flexible start time within the window of 8:00 am - 8:00 pm (Eastern Standard Time - US) / Monday 8:00 pm - Saturday 8:00 am (Philippines Standard Time).

Additional Information

• This is a contract role and is not eligible for company-sponsored benefits.
• Candidates must use a personal Mac (Apple) computer or laptop.

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