Support Specialist

About the Role

This productivity-focused organization provides businesses with seamless access to high-quality remote professionals. By integrating human skill with automation, the firm optimizes essential functions such as customer service, sales lead generation, and virtual support. The organization is hiring a Support Specialist to ensure excellent service delivery for their international clients. You will operate within a collaborative, fast-moving environment that prioritizes efficient and direct communication. This remote position offers the chance to work within a company backed by Sequoia and Y Combinator, operating in a B2B sector that avoids dense corporate bureaucracy while fostering professional development through team collaboration and systematic training.

Requirements

• You should possess at least three years of professional experience in account management, retention, or customer support, ideally with experience supporting clients in the United States.
• You must be proficient in both spoken and written English.
• You should have a track record of handling high-volume workloads, including the ability to manage at least 30 tickets per day and juggle several active cases.
• You are required to be skilled in using CRM platforms, specifically HubSpot.
• You must be available to work night shifts between 10 PM and 7 AM PHT and show a background of success in similar shift-based roles.
• You should exhibit strong organizational abilities and a focus on finding solutions.
• You must participate in a challenging four-week training period that requires full attendance.
• You are expected to successfully pass mock calls and daily evaluations with a minimum score of 80% during the onboarding period.

Responsibilities

• You will manage a daily volume of over 50 tickets while ensuring initial responses occur within a four-hour window.
• You will cultivate and sustain client loyalty via scheduled onboarding, regular check-ins, and consistent follow-up interactions.
• You will support remote workers by offering coaching, providing actionable feedback, and escalating issues to management when appropriate.
• You will detect signs of client attrition and initiate proactive conversations to maintain business relationships.
• You will maintain comprehensive records of all communication in HubSpot to keep operations transparent.
• You will coordinate with the Engineering, Finance, and Operations teams to address intricate client concerns.
• You will undergo a mandatory four-week training course consisting of live call monitoring, product shadowing, and mentored ticket handling.
• You will report to management to maintain consistency with organizational objectives.

Benefits & Perks

• You will receive a monthly gross salary between 32,000 and 38,000 PHP, with total potential earnings reaching 38,000 to 40,000 PHP.
• You will be provided with full training and the convenience of a completely remote workspace.
• You will join a professional, well-regarded organization that avoids corporate politics and excessive hierarchy, offering opportunities to interact with diverse departments.