Offer summary

Qualifications:

Excellent written and spoken English communication skills., Strong customer service mindset with empathy and patience., Comfortable using helpdesk/ticketing systems like Zendesk or Freshdesk., Prior experience in customer support is required..

Key responsibilities:

Serve as the first point of contact for inbound customer inquiries via phone, email, and live chat.

Accurately log and categorize support requests using the internal ticketing system.

Keep clients informed throughout the support lifecycle with clear and proactive communication.

Collaborate with product managers and engineers to resolve client issues efficiently.

Job description

This is a remote position.

Job Title: Inbound Customer Experience Support

About Us:

We’re seeking a dedicated Inbound CX Support to join our growing team. You’ll play a crucial role as the first point of contact for our clients, ensuring a smooth, supportive, and professional experience as we scale.

Key Responsibilities:

Customer Support and Inquiry Handling

Serve as the first point of contact for inbound customer inquiries via phone, email, and live chat.
Deliver prompt, friendly, and knowledgeable responses to client questions, concerns, and feedback.

Ticket Triage and Technical Escalation

Accurately log and categorize support requests using our internal ticketing system.
Prioritize and escalate technical issues to Level 2 and Level 3 engineers as needed, providing detailed context and maintaining organized handovers for efficient resolution.

Client Communication and Assurance

Keep clients informed throughout the support lifecycle with clear and proactive communication.
Offer timely updates, set expectations, and provide reassurance to maintain trust and satisfaction.

Knowledge Base Contribution

Contribute to the development and maintenance of FAQs, support articles, and internal documentation.
Help improve self-service capabilities for customers and streamline internal workflows.

Service Quality and Feedback Loop

Monitor support interactions to identify recurring issues or user pain points.
Share feedback and trends with internal teams to support continuous product and service improvements.

Collaboration and Team Support

Work closely with product managers, engineers, and other support team members to resolve client issues efficiently.
Foster a team environment centered on communication, knowledge sharing, and customer success.

Requirements

What We’re Looking For:

Excellent written and spoken English communication skills.
Strong customer service mindset with empathy and patience.
Comfortable using helpdesk/ticketing systems (e.g., Zendesk, Freshdesk, or similar).
Basic understanding of technical support workflows and escalation paths.
A self-starter who is adaptable and eager to grow with the company.
Prior experience in customer support.

Location: Remote (Philippines-based)

Shift: 8:00 AM – 5:00 PM EST

Salary: PHP 18,000 NET per month

As part of our prequalification process, please provide a short voice recording (Introduction of yourself and why you're a suitable fit for the role). Please include in your application the link to your recording using https://vocaroo.com/

Salary:

Php 18,000 NET

Required profile