Customer Support Representative (Remote)

Location: Remote — Open to candidates in the Philippines, Latin America, and South Africa
Schedule: Monday–Friday, 9:00 AM – 6:00 PM EST
Employment Type: Full-time

About the Company

We are a rapidly growing company serving over 3,000+ clients worldwide. Our mission is to deliver outstanding customer experiences through innovation, responsiveness, and a genuine commitment to helping our users succeed. As we continue to scale, we’re seeking talented professionals to join our Support Team and uphold the exceptional service standards our customers have come to expect.

About the Role

As a Customer Support Representative, you will be the first point of contact for our clients, helping them resolve issues, answer questions, and navigate our platform with confidence. You’ll handle inquiries via chat, email, and phone, ensuring each customer receives an efficient, friendly, and solution-oriented experience.

This position is ideal for someone who thrives in a fast-paced, remote work environment and takes pride in solving problems while maintaining a high standard of professionalism and empathy.

Key Responsibilities

Respond promptly to customer inquiries through email, chat, and phone channels.
Troubleshoot product and technical issues, providing clear, step-by-step resolutions.
Escalate complex or unresolved issues to appropriate internal teams when necessary.
Maintain detailed and accurate documentation of all customer interactions.
Contribute to and improve internal documentation, FAQs, and support guides.
Collaborate cross-functionally with Product, Engineering, and Operations teams to resolve customer pain points.
Identify recurring issues and suggest improvements to enhance customer satisfaction.
Represent the customer voice internally by sharing insights and feedback to improve products and processes.

Qualifications & Skills

Excellent written and verbal communication skills in English (neutral and professional tone).
Previous experience in customer support or a similar role preferred, but not required.
Proficiency with support and collaboration tools such as:
- Intercom (customer messaging)
- Confluence and Jira (internal documentation and ticket tracking)
- Gmail and Slack (internal communication)
- Twilio (phone and SMS systems)
Strong analytical and problem-solving abilities with a keen attention to detail.
Ability to manage multiple conversations and prioritize effectively.
Empathy, patience, and a genuine passion for helping others.
Self-motivated, proactive, and comfortable working independently in a remote setting.

Why Join Us

Opportunity to be part of a high-growth global company serving thousands of customers.
Collaborative and supportive remote culture.
Exposure to cross-functional teams and growth opportunities within customer success and operations.
Competitive compensation package and long-term stability.