Offer summary

Qualifications:

3+ years of customer support or helpdesk experience, Strong verbal and written communication skills, Ability to troubleshoot and problem solve effectively, Familiarity with Salesforce and other support tools..

Key responsibilities:

Handle customer interactions across chat and email with professionalism and empathy

Log, track, and resolve customer cases using Salesforce and internal tools

Collaborate with internal teams to provide updates and ensure seamless customer experiences

Utilize various support platforms to assist customers effectively.

Job description

Seeking to hire a Remote a 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

As a Tier 1 CSR, you will 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

In this role, you’ll leverage Salesforce and other internal tools to log, track and resolve customer cases efficiently. You’ll love this because you get to be a detective - analysing issues, identifying solutions, and ensuring customers walk away happy and supported.

Tech-Savvy Customer Support

You will navigate and utilize various support platforms and tools to assist customers effectively and efficiently. If you enjoy learning new systems and using technology to enhance customer experiences, this role will keep you engaged and growing.

Collaboration & Internal Communication

As a Tier 1 CSR you will work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences. You’ll love this because you will be part of a dynamic team, sharing insights and collaborating to create the best possible customer experience.

Why you’re a great fit:

Requirements

You have 3+ years of customer support, helpdesk, or related experience
You have strong verbal and written communication skills
You have the ability to troubleshoot and problem solve effectively
You have empathy and a customer-first mindset
You have strong time management and multitasking skills
You have familiarity with supporting educators and schools; or experience in tech support and education technology
Techstack: You have experience or can learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA and internal home-grown 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)

Hours: 8 hours a day Monday - Friday between 8:00am - 8:00pm (Eastern Standard Time - US) / Monday 8:00pm - Saturday 8:00am (Philippines Standard Time) - We are flexible on start time as long as you can do 8 hours a day between these times. Please note that interviews will take place between these times as well.

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 related field is preferred but not required
Experience in EdTech, SaaS, or other fast paced tech environment
Familiarity with Clever, Google Classroom and other LMS integrations

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%

Monthly Contract Range: $530 - $600 USD / month

Please note that given the nature of the contract, this role will not be eligible to participate in company-sponsored benefits. 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.

#LI-Remote

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