Customer Support Analyst (Homebased)

Outsourced; Metro Manila; Remote; PHP 391,000 - 580,000; Full time

Job summary

Outsourced is seeking a Customer Support Analyst to support an AI-backed platform that detects and prevents fake users, bots, and fraud. You will serve as the primary contact for incoming customer inquiries while working remotely from the Philippines.

You will troubleshoot, draft clear responses, utilize AI tools such as ChatGPT and Claude, and escalate when needed. Knowledge base maintenance and process refinement are part of the role, with a preference for candidates experienced in B2B SaaS or

Qualifications

• Strong written communication, problem-solving skills, and detail orientation.
• Comfortable learning technical products and working independently.
• Proficiency with AI tools (Claude, ChatGPT, etc.) and the ability to review and validate AI outputs.
• Sound judgment on when to resolve an issue versus when to escalate it.

Responsibilities

• Customer Support: Serve as the first line of contact for incoming support tickets via email, Slack, and other support channels.
• Troubleshooting: Investigate and resolve common product, account, and technical questions.
• AI Integration: Utilize AI tools to analyze issues, draft responses, and streamline workflows.
• Escalation & Routing: Gather necessary context and route complex issues to Engineering, Product, or Customer Solutions teams.
• Documentation: Maintain knowledge base articles and refine support processes.

Skills

Written communication

Problem solving

Detail orientation

Independent learning

AI tools proficiency

Tools

Zendesk

Intercom

Pylon

Job description

About Us

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Job Description

Role Overview

Customer Support Analyst for an AI-backed platform that detects and prevents fake users, bots, and fraud. The position serves as the primary contact for incoming customer inquiries.

Core Responsibilities

• Customer Support: Serve as the first line of contact for incoming support tickets via email, Slack, and other support channels.
• Troubleshooting: Investigate and resolve common product, account, and technical questions.
• AI Integration: Utilize AI tools (e.g., ChatGPT, Claude) to analyze issues, draft responses, and streamline workflows.
• Escalation & Routing: Gather necessary context and route complex issues to Engineering, Product, or Customer Solutions teams.
• Documentation: Maintain knowledge base articles and refine support processes.

Key Requirements

• Strong written communication, problem-solving skills, and detail orientation.
• Comfortable learning technical products and working independently.
• Proficiency with AI tools (Claude, ChatGPT, etc.) and the ability to review and validate AI outputs.
• Sound judgment on when to resolve an issue versus when to escalatate it.

Preferred Qualifications

• Background in B2B SaaS, technical customer support, operations, or customer success.
• Experience with support platforms (such as Pylon, Zendesk, or Intercom).
• Basic understanding of APIs, fraud, risk systems, or security.

Work Details

• Location: Remote (Philippines-based).
• Reporting To: Director of Customer Solutions.