Philippines onlyPosition: Customer Support Smart Staff
Working Hours: US Business Hours
Hiring Company: We are a 10 year old remote staffing business with a fully remote team of 100+ employees. We started as a customer service agency, but have leveraged our client experience and technical acumen to become the industry's first AI empowered (human) virtual assistant service.
About the Role:
We are hiring a Customer Support Smart Staff (VA) to assist with handling customer inquiries, resolving issues, and ensuring a positive customer experience. This role requires someone with excellent communication skills, a problem-solving mindset, and the ability to manage customer interactions across different channels. If you have experience in customer service and remote support, we’d love to hear from you!
Key Responsibilities:
Customer Support (50%)
- Respond to customer inquiries via email, chat, and phone
- Handle order processing, cancellations, and refunds
- Assist customers with troubleshooting and provide accurate information
- Manage support tickets and ensure timely resolutions
- Follow up with customers to ensure satisfaction and resolve pending concerns
- Document customer interactions and update CRM systems
General Operations Assistance (50%)
- Maintain and update customer support documentation (FAQs, templates, SOPs)
- Track common customer issues and suggest process improvements
- Monitor customer feedback and escalate recurring problems
- Support the internal team with administrative customer-related tasks
- Assist with basic reporting on customer support metrics
Requirements
Qualifications:
- 1+ years of experience in customer support, call center, or virtual assistance
- At least 1 year of remote work experience
- Excellent English communication skills (written and verbal)
- Strong problem-solving skills and ability to handle customer concerns professionally
- Experience with CRM and helpdesk tools (e.g., Zendesk, Freshdesk, Gorgias, HubSpot)
- Ability to manage multiple support channels (email, chat, phone)
- Strong general business support skills, including:
- Administrative assistance
- Calendar and schedule management
- Email and inbox handling
- Basic documentation and reporting
- Detail-oriented with strong organizational skills
- Tech-savvy and quick to adapt to new tools and platforms
- Familiarity with tools like ChatGPT, Claude AI, Gemini, Notion AI, Canva AI, etc. (preferred but not required)
Nice-to-Have Skills:
- Experience with e-commerce customer support (Shopify, Amazon, etc)
- Familiarity with AI-powered customer service tools
- Knowledge of basic dispute resolution and refund policies
Technical Requirements:
- Stable high-speed internet with backup
- Computer (laptop or desktop) with recommended quad-core CPU 2.5GHz+, RAM 8GB+, and dual monitor
- Headset, mic, and webcam for meetings
- Dedicated and distraction-free workspace
Benefits
What we offer:
- Salary rate is up to $6/hr based on experience
- Pandemic-proof job
- Since you will be working from home, you get to save a lot of time and money.
- Company team events - Virtual and Offline
- Tenure Based Benefits
- HMO coverage up to $50/Month
- Paid Time Offs
What we don't offer:
- All government-mandated benefits (SSS, PAGIBIG, PHILHEALTH). Our team pays them voluntarily.
- Company Equipment - You must already have or buy or upgrade your current one to meet our minimum requirements.
Notes:
- For the best application experience, we recommend using MS Edge as your browser. This ensures optimal performance and minimizes any potential submission issues.
- Select any of the locations listed below. We're a fully remote company, so selecting any location from the list doesn't affect your application.
- Be sure to monitor your email's "Spam / Junk folder" so you do not miss any emails from us.
- Please provide an active mobile phone # (any Network, must have Viber but not a landline #) so we can contact you via text or call if needed.
United States
