Support Agent (PropTech)

TL;DR

Support Agent (PropTech): Providing first-level omnichannel support for co-living members with an accent on troubleshooting billing, membership, and property issues. Focus on maintaining high SLA metrics, resolving complex member disputes, and improving internal SOPs.

Location: Remote (Must be based in the Philippines)

Salary: $9,600 a year

Company

hirify.global is a tech startup disrupting the affordable housing industry by creating safe, attractive, and respectable co-living environments.

What you will do

• Serve as the first point of contact for members across inbound calls and email tickets.
• Troubleshoot and resolve issues related to membership, billing, and property inquiries.
• Maintain detailed case logs in CRM and escalate complex issues to Tier 2, Trust & Safety, or Property Operations.
• Ensure high-quality resolutions aligned with FCR, AHT, and CSAT metrics.
• Utilize de-escalation techniques to support members during sensitive or high-stress situations.
• Identify recurring pain points and contribute to updating SOPs and the internal knowledge base.

Requirements

• Must be based in the Philippines.
• 3+ years of experience in high-volume customer care, preferably in a remote tech support or contact center environment.
• Prior background in PropTech, real estate, property management, or hospitality.
• Proficiency with omnichannel support platforms (e.g., Zendesk, Intercom, Salesforce) and VoIP systems.
• Intermediate-to-advanced skills in Google Workspace and general tech literacy.
• Flexibility to work shifts, including evenings, weekends, and holidays for 24/7 operations.

Hiring process

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