Customer Support Assistant (90-day project-based) (Philippines, Remote)

GrowthAssistant; Philippines; Remote; PHP 180,000 - 240,000; Full time

Benefits offered by this job

Fully Remote

Health Coverage

Paid Holidays

Parental Leave

Job summary

GrowthAssistant, LLC, a fully remote team, is hiring a Seasonal Customer Support Assistant for an ecommerce memory-preservation brand. You’ll blend empathy with sales-minded support, delivering a concierge experience across live chat and email during daytime EST hours.

You’ll manage high-volume interactions, aim for fast response times, and maintain CRM records while upholding brand voice. Prior hospitality or ecommerce experience is a plus.

Qualifications

• <1 year in customer-facing roles (chat and email support preferred).
• Exceptional written communication: clear, empathetic and polished.
• Fast typing speed and accuracy for real-time chat.
• Ability to multitask across conversations without sacrificing quality.
• Proven de-escalation skills with empathy.
• Good judgment and problem-solving to resolve issues without over-escalation.
• Familiarity with CRM tools (Gorgias or similar).
• Comfort in a performance-driven environment (CSAT, response time, QA).
• Strong ownership mindset and attention to detail.

Responsibilities

• Handle high-volume customer interactions via live chat and email with warmth and accuracy.
• Deliver concierge-level, relationship-driven support that supports retention and upsell.
• Proactively engage customers during checkout to guide them toward purchase.
• Provide accurate answers about orders, products, and policies.
• Escalate appropriately and collaborate with internal teams when needed.
• Maintain detailed records in CRM and other tools.

Skills

Customer support

Written communication

Multitasking

De-escalation

Judgment

CRM platforms

Google Workspace

Slack

Tools

Gorgias

Google Workspace

Slack

Job description

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We're hiring a Customer Support Assistant (Seasonal) for an ecommerce memory-preservation brand — a conversion-aware, hospitality-driven customer experience role. You'll operate like a digital concierge, blending empathy, efficiency, and subtle sales instinct to both support and grow the business, on daytime, phone-enabled coverage during the busy season.

What Your Day-to-Day Will Look Like

• High-Volume Support: Manage high-volume customer interactions via live chat and email with speed, warmth, and precision.
• Concierge Experience: Deliver a concierge-level experience — relationship-driven engagement, not transactional support.
• Proactive Engagement: Proactively engage customers (for example, during checkout) to answer questions and guide them toward purchase.
• Conversion Support: Support conversion and revenue generation through soft selling, upselling, and checkout assistance.
• Cancel/Save: Handle cancel/save interactions with empathy and persuasive communication to retain customers.
• Response Times: Maintain fast response times to eliminate backlog, so no customer is left waiting.
• Accurate Answers: Accurately answer questions about orders, products, services, and policies.
• Friction Points: Identify customer friction points and flag process improvements to internal teams.
• Escalations: Collaborate with the internal team on escalations, while resolving issues independently whenever possible.
• Records: Maintain detailed, accurate records in CRM tools (such as Gorgias or similar).
• Brand Voice: Adhere to the brand voice: empathetic, human, warm, and confident.

What You Bring

• Experience: 1+ year in customer-facing roles (chat and email support preferred).
• Written Communication: Exceptional written communication skills: clear, empathetic, human, and polished.
• Typing: Strong typing speed and accuracy for real-time chat.
• Multitasking: Demonstrated ability to multitask across conversations without sacrificing quality.
• De-Escalation: Proven ability to de-escalate situations and respond with empathy.
• Judgment: Strong judgment and problem-solving skills, able to resolve issues without over-escalating.
• Tools: Experience with, or the ability to quickly learn, CRM platforms (such as Gorgias or similar), Google Workspace, and Slack or similar communication tools.
• Performance Environment: Comfort operating in a performance-driven environment (CSAT, response time, QA).
• Durable Skills: High emotional intelligence, a strong ownership mindset, a bias toward action, attention to detail, adaptability, customer-first thinking, and a continuous-improvement mindset.
• Availability: Daytime, phone-enabled shift: 9:00 AM – 5:30 PM EST, Monday to Friday.

Bonus Points if:

• You have a background in hospitality, concierge, or other service-first environments (hotels, travel, luxury service).
• You have experience in ecommerce or DTC brands.
• You have exposure to conversion-focused support or sales-assisted CX.
• You have experience with cancel/save or retention workflows.
• You are familiar with AI tools for drafting or refining communication, with strong QA judgment.
• You have experience supporting emotionally sensitive customer interactions.

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything — and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again
• Health Coverage: HMO (depending on location) after 90 days of service
• Time to Recharge: 7 Paid Holidays and up to 6 PTO days per year
• Family First: Parental leave after 1 year of service

We offer additional incentives for go-getters and proven performers!

• Anniversary bonus ($100 at 1 year; $200 at 2 years)
• Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.