Customer Support Representative (AI/SaaS)

Location: Remote in the Philippines; weekend availability and flexibility to work morning and evening shifts required for 24/7, 365-day support.

Estimated yearly compensation: $12,000–$16,000 USD local equivalent.

Company

Owner is an AI-native system for local business owners, starting with restaurants and combining websites, online ordering, CRM, POS, and operational tools.

What you will do

• Provide empathetic, hospitality-driven support through high-volume inbound calls, chats, and emails.
• Manage multiple conversations and tasks while maintaining accuracy, prioritization, and follow-through.
• Take ownership of complex and high-priority issues and drive them to resolution.
• Maintain a 90%+ customer satisfaction score while meeting quality standards.
• Document customer interactions in Salesforce and collaborate with teammates in Slack.
• Identify recurring issues and share insights that improve tools, processes, and documentation.

Requirements

• 3–5+ years of customer support or customer service experience, ideally in B2B SaaS, technology, e-commerce, internet, or software-driven environments.
• Proven success in a high-volume, fast-paced support role with clear performance expectations.
• English fluency at C1/C2 level, with strong written and verbal communication skills.
• Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment.
• Experience mentoring or training teammates, or serving as a subject-matter expert.
• Experience with CRM systems, preferably Salesforce, and familiarity with telephony tools such as Intercom, TalkDesk, or similar.
• Strong organization, prioritization, multitasking, and accuracy under pressure.
• Ability to remain calm, respectful, and solution-oriented in high-pressure situations.
• Reliable home workspace with stable high-speed internet and minimal background noise.

Nice to have

• Experience in hospitality, restaurants, retail, or other high-volume customer-facing service environments.
• Experience supporting restaurant owners, small business owners, or hospitality-focused businesses.
• Familiarity with CSAT, QA, FCR, and SLA metrics.
• Experience working on remote or distributed teams across time zones.

Culture & Benefits

• Remote role within a remote-first, globally distributed company.
• Work supports restaurant owners and their guests through a 24/7, 365-day service operation.
• Weekend availability and flexibility for morning and evening shifts are required.
• Full-time employment with estimated annual compensation of $12,000–$16,000 USD local equivalent.

Hiring process

• Recruiter or Tenzo AI Recruiter screen followed by a hiring manager interview.
• 45-minute mock customer interaction with team leaders.
• Final 30-minute conversation with a senior leadership member.