Customer Support Agent

TL;DR

Customer Support Agent (Logistics): Handle inbound end-customer delivery tickets and execute predefined exception workflows with an accent on preventing escalations through quick and consistent first-contact resolutions. Focus on communicating shipment status clearly, logging outcomes accurately, and meeting strict performance metrics like FRT <5 minutes, SLA >95%, and CSAT >4.5.

Location: Remote from Philippines. Working hours: 10:00 AM – 7:00 PM EST (weekend-inclusive schedule with Wednesday/Thursday off).

Company

hirify.global is a logistics and operations platform designed to simplify supply chain processes, streamline order management, and ensure efficient delivery operations.

What you will do

• Handle inbound end-customer delivery tickets with professionalism and urgency
• Execute predefined exception workflows for issues like ghost shipments, stalled delays, and delivered-not-received
• Communicate shipment status, next steps, and expectations clearly to customers
• Escalate issues when required
• Log outcomes accurately to support tracking and reporting

Requirements

• 2+ years of customer support experience, preferably in logistics, e-commerce, or SaaS
• Strong written communication skills to convey complex information clearly
• Comfort working with ticketing systems and structured workflows
• Attention to detail and accurate documentation
• Ability to remain calm and solution-oriented under pressure
• Empathy for customers with delivery issues

Culture & Benefits

• Competitive salary based on experience
• Opportunities for professional growth and career advancement
• Collaborative and dynamic work environment
• Shift flexibility with advance notice during peak seasons