Customer Support Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver first-rate customer support through live chat and email for commonsku.

• Manage incoming support inquiries from commonsku clients using ticketing systems.

• Address customer questions submitted via live chat and email.

• Offer how-to assistance, basic troubleshooting, and orientation training on the commonsku platform.

• Escalate issues that require further investigation or involve potential system bugs.

• Collaborate with commonsku colleagues via Slack for internal coordination and escalation.

• Carry out additional duties as assigned.

⛳️ Requirements

• Exceptional proficiency in both spoken and written English; Spanish language skills are an advantage.

• Committed to delivering exemplary service to clients and team members.

• Strong analytical and problem-solving abilities.

• Attention to detail in documentation, reporting, and communication.

• Uphold integrity, confidentiality, and respect in all interactions.

• Capable of handling multiple service cases while achieving performance objectives under pressure.

• Bachelor’s degree in Communications, Marketing, Business Administration, or a related discipline.

• 1–3 years of experience in Customer Service, Client Services, Technical Support, or related fields.

• Must be available to work during U.S. CST hours (night shift in PH time).

• Basic skills in math and calculations.

• Proficient in HubSpot, Gmail, Slack, and the commonsku platform or similar CRM/help desk systems.

• Comfortable using AI tools such as ChatGPT or Claude.

• Strong written communication capabilities for live chat and email support.

• Ability to adhere to service-level response times and manage multiple customer interactions.

• Email first response within 6 working hours of receipt.

• Live Chat first response within 4 minutes of chat initiation.

🏝️ Benefits

• Competitive salary packages that lead the industry.

• Permanent remote work arrangement.

• Provision of company equipment.

• Internet stipends available upon regularization.

• Health Maintenance Organization (HMO) coverage.

• Paid Time Off (PTO) credits and service incentive leaves.

• Major company-wide live events in spring and winter.

• Monthly virtual events to appreciate employees.

• Access to career skills training courses provided by the company.

• A company culture centered on your personal and professional development.