Home-Based Customer Support Representative
$360,000–$396,000 year
RemotePhilippines
Job Summary
Provide front-line customer support via live chat and email, handling inbound support requests from commonsku customers. Respond to inquiries through commonsku's ticketing systems by offering how-to guidance, basic troubleshooting, and directional training on the commonsku platform. Escalate tickets requiring deeper investigation or suspected system issues to internal team members while communicating with teammates via Slack for coordination. Document interactions accurately and manage multiple service cases to meet performance goals and service-level response times. Work U.S. CST hours (night shift in PH time) Monday through Friday.
Required Qualifications
- Highly proficient in spoken and written English
- Bachelor's degree in Communications, Marketing, Business Administration, or a related field
- 1–3 years of experience in Customer Service, Client Services, Technical Support, or related roles
- Excellent written and spoken English
- Basic math and calculation skills
- Proficient in HubSpot, Gmail, Slack, and the commonsku platform (or similar CRM/help desk platforms)
- Comfortable using AI tools such as ChatGPT or Claude to improve productivity
- Strong written communication skills for live chat and email support
- Ability to meet service-level response times and manage multiple customer conversations
- First response within 6 working hours of receipt (email)
- First response within 4 minutes of chat initiation (live chat)
- Must be available to work U.S. CST hours (night shift in PH time)
- Must be available to work 8:00 AM – 5:00 PM EST (USA)
- Monday through Friday (USA) availability
Desired Qualifications
- Spanish fluency is a plus
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.