Job Description

Position :  Customer Support Smart Staff

Working Hours:  US Business Hours

Hiring Company:  We are a 10 year old remote staffing business with a fully remote team of 100+ employees. We started as a customer service agency, but have leveraged our client experience and technical acumen to become the industry's first AI empowered (human) virtual assistant service.

About the Role:

We are hiring a Customer Support Smart Staff (VA) to assist with handling customer inquiries, resolving issues, and ensuring a positive customer experience. This role requires someone with excellent communication skills, a problem-solving mindset, and the ability to manage customer interactions across different channels. If you have experience in customer service and remote support, we’d love to hear from you!

Key Responsibilities:

Customer Support (50%)

• Respond to customer inquiries via email, chat, and phone
• Handle order processing, cancellations, and refunds
• Assist customers with troubleshooting and provide accurate information
• Manage support tickets and ensure timely resolutions
• Follow up with customers to ensure satisfaction and resolve pending concerns
• Document customer interactions and update CRM systems

General Operations Assistance (50%)

• Maintain and update customer support documentation (FAQs, templates, SOPs)

• Track common customer issues and suggest process improvements

• Monitor customer feedback and escalate recurring problems

• Support the internal team with administrative customer-related tasks

• Assist with basic reporting on customer support metrics

Requirements

Qualifications:

• 1+ years of experience in customer support, call center, or virtual assistance

• At least 1 year of remote work experience

• Excellent English communication skills (written and verbal)

• Strong problem-solving skills and ability to handle customer concerns professionally

• Experience with CRM and helpdesk tools (e.g., Zendesk, Freshdesk, Gorgias, HubSpot)

• Ability to manage multiple support channels (email, chat, phone)

• Strong general business support skills, including:

  • Administrative assistance
  • Calendar and schedule management
  • Email and inbox handling
  • Basic documentation and reporting

• Detail-oriented with strong organizational skills

• Tech-savvy and quick to adapt to new tools and platforms

• Familiarity with tools like ChatGPT, Claude AI, Gemini, Notion AI, Canva AI, etc. (preferred but not required)

Nice-to-Have Skills:

• Experience with e-commerce customer support (Shopify, Amazon, etc)
• Familiarity with AI-powered customer service tools
• Knowledge of basic dispute resolution and refund policies

Technical Requirements:

• Stable high-speed internet with backup

• Computer (laptop or desktop) with recommended quad-core CPU 2.5GHz+, RAM 8GB+, and dual monitor

• Headset, mic, and webcam for meetings

• Dedicated and distraction-free workspace

Benefits

What we offer: 

1. Salary rate is up to $6/hr based on experience

2. Pandemic-proof job

3. Since you will be working from home, you get to save a lot of time and money.

4. Company & team events - Virtual and Offline

5. Tenure Based Benefits

6. HMO coverage up to $50/Month

7. Paid Time Offs

What we don't offer: 

1. All government-mandated benefits (SSS, PAGIBIG, PHILHEALTH). Our team pays them voluntarily.
2. Company Equipment - You must already have or buy or upgrade your current one to meet our minimum requirements.

Notes: 

1. _ For the best application experience, we recommend using MS Edge _as your browser. This ensures optimal performance and minimizes any potential submission issues.
2. Select any of the locations listed below. We're a fully remote company, so selecting any location from the list doesn't affect your application. 
3. _ Be sure to monitor your email's "Spam / Junk folder" so you do not miss any emails from us. _
4. _ Please provide an active __ mobile phone # (any Network, must have Viber _ but not a landline #) so we can contact you via text or call if needed. 

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