Support Specialist

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

📋 Description

• Establish and nurture relationships with clients through onboarding sessions, 30-day check-ins, and ongoing follow-up communications.

• Serve as an advocate for assistants by providing coaching, conducting feedback sessions, and escalating issues to internal leadership as necessary.

• Manage and prioritize over 50 support tickets daily while ensuring a first-response time of under 4 hours.

• Recognize potential churn risks and initiate conversations aimed at re-engaging clients.

• Maintain accurate documentation of client and assistant interactions within HubSpot.

• Collaborate with Operations, Finance, and Engineering teams to resolve complex issues.

• Complete a comprehensive 4-week training program that includes product training, skills shadowing, live-call monitoring, handling live tickets, and supervised onboarding practices.

• Report directly to Andrea Santisteban.

⛳️ Requirements

• A minimum of 3 years in client-facing customer support, account management, or retention roles, preferably with US clients.

• Demonstrated ability to handle high-volume support, managing 30+ tickets daily and multiple active cases simultaneously.

• Fluent in written and spoken English.

• Availability for night shifts from 10 PM to 7 AM PHT, with prior experience in night-shift work.

• Proficient in using CRM tools, with a preference for HubSpot.

• A proactive and solution-focused mindset.

• Commitment to attending the entire 4-week training program, with the exception of documented medical emergencies.

• Must achieve an 80% or higher on daily assessments and mock calls to progress in training.

• Capacity to manage over 50 tickets and 20 active cases concurrently.

• Submission of a written case study, completion of a mock feedback call, and participation in interview stages are required for the application process.

🏝️ Benefits

• Gross salary package ranging from ₱32,000 to ₱38,000 per month.

• Total potential earnings of ₱38,000 to ₱40,000 per month.

• Comprehensive training program provided.

• Fully remote work environment.

• Engaging and friendly conversations with team members.

• A workplace free from politics and hierarchical barriers.

• Opportunity to collaborate with colleagues from various teams.

• Work at a company backed by Y Combinator and Sequoia.

• Night shift hours from 10 PM to 7 AM PHT.