Support Agent (Customer Experience)

TL;DR

Support Agent (Customer Experience): Providing first-level support to members via email, chat, and phone with an accent on troubleshooting memberships and billing. Focus on delivering high-efficiency resolutions, documenting complex issues, and ensuring member satisfaction.

Location: Must be based in the Philippines

Salary: $9,600 a year

Company

A tech startup disrupting the affordable housing industry by creating safe and respectable co-living environments.

What you will do

• Provide first-level support to hirify.global members via email, live chat, and phone.
• Troubleshoot and resolve member issues related to memberships, billing, and property inquiries.
• Document and escalate complex issues to Tier 2 support or appropriate departments.
• Continuously update and expand knowledge of company services, policies, and procedures.

Requirements

• 2+ years of experience in a high-volume customer service or support environment.
• Upper-intermediate computer skills and proficiency with Google Suite.
• Experience with customer support software such as Zendesk or Atlas.
• Must be based in the Philippines.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• High-speed internet and self-motivation for a fully remote, fast-paced setting.

Culture & Benefits

• Remote-first work environment.
• Opportunity to work in a fast-paced tech startup disrupting the housing industry.
• Company culture based on empathy, optimism, and intellectual curiosity.

Hiring process

• Initial application review by the Hiring Manager.
• 30-minute video interview with the PeopleOps team.
• 1 hour 15 minute video interview with CX Team Leads and Manager, including a live mock ticket assessment and call simulation.