Tier 2 Member Support Agent (Customer Support)

TL;DR

Tier 2 Member Support Agent (Customer Support): Handling and resolving complex member support cases across policy questions, financial disputes, platform issues, and membership matters with an accent on escalation management, empathetic communication, and end-to-end case ownership. Focus on investigating difficult problems, balancing member needs with company policies, identifying recurring issues, and improving customer experience operations.

Location: Remote from anywhere in the Philippines. The role is designated as offshore Philippines. The posting also states that applicants must be authorized to work in the United States, complete an I-9, and cannot receive visa sponsorship.

Salary: $16,200 per year.

Company

hirify.global is a real estate platform in the shared housing industry that provides affordable housing accommodations and supports financial empowerment for low-income members.

What you will do

• Act as the escalation point for complex member support issues and manage cases through final resolution.
• Investigate policy-related inquiries, financial disputes, platform issues, and membership matters.
• Explain platform features, policies, and available options clearly and empathetically.
• Develop practical solutions while balancing member needs with company policies.
• Identify recurring issues and recommend improvements to support processes and policies.
• Collaborate with Product, Operations, Host Support, and Customer Experience teams on member issues and special projects.

Requirements

• Must be located in the Philippines and work remotely from the Philippines.
• Must be authorized to work in the United States and complete an I-9 and E-Verify process; visa sponsorship is not available.
• Strong verbal and written communication skills, with the ability to explain complex topics clearly and empathetically.
• Strong analytical, research, critical-thinking, and problem-solving abilities.
• Ability to remain composed under pressure, prioritize multiple cases, and meet response-time expectations.
• Comfort with multiple systems, online platforms, support tools, and changing processes.

Culture & Benefits

• Remote contract work supporting members in a fast-paced, evolving environment.
• Cross-functional collaboration with Product, Operations, Host Support, and Customer Experience teams.
• Opportunities to contribute to process improvements and operational efficiency.
• Work focused on empathy, professionalism, fairness, and building member trust.

Hiring process

• Application review by the Hiring Manager.
• Approximately 30-minute PeopleOps video interview, followed if applicable by a one-hour panel interview with a live writing assessment.
• Approximately 40-minute interview with the Manager of Tier 2 Member Support, followed by an offer if successful.