CX Support I, International Contractor
New
T
TravefyTravel software
Philippines based, Monday through Friday, 9:00 AM to 5:00 PM Philippines time (8:00 PM to 4:00 AM US Eastern, Sunday through Thursday)ContractJunior
Salary10 USD per hour
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Job Details
- Languages
- You write in English the way a thoughtful, confident human writes.
- Experience
- 2+ years in customer support, customer experience or technical support
- Required Skills
- HubSpotGitHub
Requirements
- Have previous experience supporting customers inside a SaaS platform; this is required.
- Write clearly and warmly in English.
- Use critical thinking to untangle issues and determine next steps independently.
- Stay organized and calm when the support queue is busy.
- Learn new tools quickly and feel comfortable with technical topics.
- Take ownership of customer issues and follow through.
- Bring a reliable computer and internet connection.
- Bonus: Have 2+ years of experience in customer support, customer experience, or technical support.
- Bonus: Have experience with Intercom, GitHub, HubSpot, or similar tools.
- Bonus: Have a background in the travel industry.
Responsibilities
- Deliver support through live chat and email alongside the AI agent, and handle occasional phone escalations.
- Troubleshoot platform issues and guide customers through workflows.
- Escalate bugs, technical issues, and account concerns to the appropriate people.
- Manage several customer conversations at once without losing track of them.
- Identify trends in customer pain points and product feedback.
- Contribute to help articles, internal documentation, and process improvements.
- Provide customers with professional, empathetic, and timely support.
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