Customer Support Agent (AI Supply Chain)

Location: 100% remote, Philippines-based; UK business hours (GMT).

Rate: Approximately Php400–Php465 per hour, depending on experience.

Company

Work with a UK-based technology startup developing AI-powered supply chain management software that monitors changes, tests solutions, and responds to disruption in real time for mature and high-growth businesses.

What you will do

• Respond to customer queries by email, chat, and phone while maintaining a high level of customer satisfaction.
• Diagnose and resolve technical issues, manage tickets in HubSpot, and escalate complex or second-line issues through resolution.
• Monitor active tickets, identify SLA risks, manage escalations, and prepare support performance reports against agreed benchmarks.
• Support operational work during quiet periods, including QA testing of platform updates and knowledge base creation.
• Gather customer feedback and recurring trends, providing actionable input to product and engineering teams and the quarterly roadmap.
• Refine support workflows and communicate technical concepts empathetically to non-technical users while managing multiple queries under pressure.

Requirements

• Legally eligible to work in the Philippines as an Independent Contractor.
• Strong fluency in written and verbal English with exceptional grammar and communication skills.
• At least 2 years of experience as a Customer Support Agent or in a similar B2B technology customer-facing role.
• Own laptop or computer and secure, high-speed internet access.
• Proficiency with ticketing platforms, ideally HubSpot, and communication tools including Slack, Notion, and email.
• Excellent problem-solving abilities, high empathy, and strong attention to detail.
• Ability to manage multiple tasks under pressure while maintaining process focus.

Nice to have

• Experience in a similar customer support role at a fast-paced B2B SaaS startup.
• Basic understanding of logistics, supply chain management, or data workflows.

Culture & Benefits

• Fully remote work from the Philippines.
• Full-time schedule of 40 hours per week during UK business hours.
• Independent contractor engagement.
• Customer-facing work with cross-functional collaboration across product and engineering.