Customer Service Support Agent

About this role.

LevelUp is hiring a remote Customer Service Support Agent in Manila to provide first-line customer assistance for a portfolio of clients. The role covers customer ticket handling, billing and product inquiries, live support calls, escalation coordination, renewals, and contract updates. Candidates need 1–2 years of customer-facing experience, strong English communication skills, retention and escalation experience, and flexibility for U.S.-aligned afternoon or night shifts. Experience in B2B SaaS and CRM tools is preferred, while the role provides equipment, HMO coverage, and 13th-month pay.

Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

Job Complexity

3/5### Pace & Pressure

4/5### Autonomy Level

3/5### Communication Load

5/5AI insightThe work requires managing varied support requests, customer retention activities, and timely escalations while working a fixed U.S.-aligned schedule. Difficulty is moderate because success depends heavily on communication quality, prioritization, and coordination with internal teams rather than advanced technical specialization.

Salary analysis

Estimated compensation compared with the broader US market for similar roles.

$27,500

$25k–$35k

AI insightThe disclosed offer is PHP 25,000–PHP 30,000 per month, with a midpoint of PHP 27,500 monthly. For a Manila-based customer service/support agent with 1–2 years of experience and night-shift coverage, an estimated Philippine market range is PHP 25,000–PHP 35,000 per month; the offer is within the lower-to-mid portion of that range.

Core skills

Skills and capabilities most closely associated with this opportunity.

Sample interview questions

How do you handle an upset customer whose issue cannot be resolved immediately?

I acknowledge the customer’s concern, clarify the issue and its business impact, and explain the next steps without making promises I cannot keep. I document the case clearly, escalate it to the appropriate team, provide a realistic update timeline, and continue ownership until the customer receives a resolution.

Describe how you prioritize several incoming support tickets at once.

I first assess urgency, customer impact, service-level commitments, and whether an issue affects multiple users. I address critical access, billing, or service-impacting concerns first, communicate expected response times to other customers, and keep tickets updated so nothing is overlooked.

What would you do if a customer asks about a renewal but also reports a product issue?

I would separate and document both needs while treating the product issue as a priority because it may affect the renewal discussion. I would coordinate resolution with the relevant team, keep the customer informed, and then continue the renewal conversation once they have confidence that their concern is being addressed.

How have you used CRM or ticketing tools to improve customer follow-up?

I use CRM and ticketing tools to record complete interaction notes, categorize issues, set follow-up reminders, and track escalation status. Accurate records help ensure consistent communication, enable smooth handoffs, and provide context for future renewal or retention discussions.

How do you maintain clear communication during live customer calls?

I begin by confirming the customer’s goal, listen without interruption, and summarize the issue to verify understanding. I use simple, solution-oriented language, explain next steps and ownership clearly, and send a concise follow-up summary when additional action is required.

Company Overview

LevelUp **is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.

Position Overview

As a Customer Service – Support Agent, you’ll manage the full commercial lifecycle for a portfolio of customers, including renewals and contract updates, while making sure customer concerns are addressed quickly and effectively.

Reference: 2622-302609

Responsibilities

• Account Lifecycle:**Manage the full commercial lifecycle for assigned customers, including renewals and contract updates, ensuring customer concerns are addressed along the way.- **Customer Support:**Handle a range of customer tickets, including billing questions and product inquiries.- **Support Calls:**Conduct live calls with customers to support their needs directly.- **Escalations:**Serve as first-line (L1) support, escalating and coordinating with internal teams to resolve issues when needed.

Must-Haves (Required Qualifications)

• 1–2 years of proven experience in a customer-facing role.
• Demonstrated experience handling customer retention and managing escalations.
• Confidence conducting live customer calls and virtual meetings.
• Exceptional written and verbal English communication skills.
• Comfortable working scheduled night shifts to support customers in the U.S.

Nice-to-Haves (Preferred Qualifications)

• Experience in a B2B SaaS environment.- Hands-on experience with CRM tools.

More Information

• This is a fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
• We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
• Equipment provided
• 13th month pay
• HMO

Compensation

Additional Information

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