Customer Support Representative (Phone & Chat)

Salary: Up to ₱40,000 gross per month (fixed maximum budget)

Role: (Remote / Full-Time)

Locations: Philippines

Schedule: US Central Time

We’re looking for someone with polished, conversational English who can communicate naturally and confidently with U.S.-based customers. This is a phone-first customer support role, with additional support provided through live chat and email. During busier periods, you may occasionally manage conversations across multiple channels, so comfort with multitasking and staying composed is important.

In this role, you'll help customers use our software platform by troubleshooting issues, answering questions, and guiding them to successful resolutions through phone and live chat.

Responsibilities  

• Provide customer support primarily by phone, with additional support through live chat and email, troubleshooting issues, billing concerns and guiding customers to successful resolution.
• Guide customers in using our software platform effectively.
• Answer product and account-related questions with professionalism and empathy.
• Learn our software and confidently assist customers in using it.
• Resolve customer concerns or escalate complex issues when appropriate.
• Maintain accurate customer notes and documentation.
• Deliver a positive, welcoming customer experience in every conversation.

Required:

• At least 2 years supporting U.S. or international customers through both phone, live chat and email
• Experience supporting a software, SaaS, or online platform
• Comfortable troubleshooting customer issues while navigating multiple systems
• Comfortable explaining technical concepts to non-technical customers.
• Strong spoken English with clear, natural communication
• Strong computer skills and the ability to learn new software quickly.
• Friendly, patient, and customer-focused.
• Detail-oriented and dependable.

Nice to Have  

• Experience supporting SaaS, software, or web-based platforms.
• Experience using CRM or customer support platforms (Zendesk, Intercom, Freshdesk, Salesforce, etc.).
• Experience guiding customers through software or online tools.
• Remote customer support experience.