Customer Support Representative – Contract

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

📋 Description

• Oversee and address incoming support requests through HubSpot CRM/ticketing system, ensuring a turnaround time of 1 business day.

• Analyze and resolve intricate technical platform queries prior to escalation.

• Guide clients in utilizing self-service tools and features of the platform.

• Uphold operational performance benchmarks, including managing a maximum of 8 open tickets at any one time and conducting daily quality assessments.

• Recognize trends in inquiries and suggest 1 to 2 process improvement initiatives each month.

• Work collaboratively with colleagues and cross-functional technical teams.

• Provide insights on the audience and escalate unresolved matters as needed.

• Act as a customer advocate, delivering outstanding service.

⛳️ Requirements

• Bachelor’s degree in Business Administration or a related field.

• Minimum of 1 year of experience in Customer Support, Customer Service, Helpdesk, or Technical Support roles.

• Exceptional written English proficiency with a keen eye for grammar, spelling, clarity, and a professional tone.

• Quick adaptability to new digital platforms, CRM systems, and ticketing applications.

• Strong investigative mindset and problem-solving capabilities.

• Ability to excel independently in a dynamic environment.

• Experience using HubSpot ticketing software or similar CRM tools is advantageous.

• Must be a citizen of the Philippines.

• Applications should be submitted in English.

🏝️ Benefits

• Government-mandated benefits.

• Option to work from home or on-site.

• Welcome gift packages.

• Ongoing professional development opportunities.

• A supportive, fast-paced, and inclusive company culture.

• Trust and autonomy in your role.