Customer Support Representative

Genflow; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Creator College is seeking a reliable Customer Support Agent to handle ticket-based inquiries, maintain SLA compliance, and contribute to automation and AI-driven resolutions. You will spot patterns, surface insights, and help improve self-service tooling and FAQs.

Role emphasizes hands-on delivery, with involvement in reporting, training, and improving customer resolution processes to support conversion and retention.

Qualifications

• 2+ years in a ticket-based customer support role.
• Strong written communication and problem-solving skills.
• Highly organised, dependable and capable with high ticket volumes.
• Proactive mindset with a focus on continuous improvement.
• Confident with support platforms and quick to learn new tools.
• Flexible availability to work overtime during peak periods (Nov-Jan).
• Experience with Dixa, Digital Genius or AI-driven tools is a strong advantage.

Responsibilities

• Manage customer support tickets on Creator College using Dixa, ensuring queries align with brand and SLAs.
• Prioritise workload to maintain SLA coverage at all times, including peak periods.
• Develop understanding of brand, product, and customer journey to deliver efficient support.
• Identify recurring issues and improve FAQs and chatbot responses to reduce volume.
• Support automation and AI improvements to increase non-agent resolution.
• Surface trends from tickets to inform reporting and training.
• Support monthly agent training by highlighting common issues and improvement opportunities.
• Treat customer support as a key channel for conversion, retention, and brand trust.

Skills

Ticket-based support

Strong written communication

High ticket volumes

Continuous improvement

Support platforms

Overtime flexibility

Tools

Dixa

Digital Genius

AI-driven tools

Job description

Customer Support is critical to conversion, retention, brand trust and creator confidence at Creator College.

We’re looking for a highly reliable, ticket-focused Customer Support Agent who consistently strives to work within SLA, while also contributing to department-level improvements across automation, self-service and AI-led resolution.

This role is hands-on and delivery-driven, with additional responsibility to spot patterns, surface insights and help improve how customers resolve issues without agent involvement.

Key Responsibilities:

• Manage customer support tickets on Creator College using Dixa , ensuring all queries are handled accurately, aligned with brand style and within agreed SLAs
• Prioritise and manage workload effectively to maintain SLA coverage at all times, including during peak periods
• Develop deep understanding of our brand, product and customer journey to deliver efficient, high-quality support
• Identify recurring issues and proactively improve Help Centre FAQs and chatbot responses to reduce ticket volume
• Support ongoing automation and AI improvements using Digital Genius , contributing to increased non-agent resolution
• Surface trends and insights from tickets to inform structured reporting, training and wider business improvements
• Support monthly agent training sessions by highlighting common issues and opportunities for improvement
• Treat customer support as a key channel for conversion, retention and long-term brand trust

Skills and Requirements:

• 2+ years previous experience in a ticket-based customer support role
• Strong written communication and problem-solving skills
• Highly organised, dependable and comfortable managing high ticket volumes
• Proactive mindset with a focus on continuous improvement
• Confident working with support platforms and learning new tools quickly
• Flexible availability and a willingness to work overtime where necessary to maintain SLA, in particular over peak periods (Nov-Jan)

Experience with Dixa, Digital Genius or AI-driven customer support tools is a strong advantage.

What Success Looks like:

• SLAs consistently met or exceeded
• High-quality, efficient ticket resolution
• Reduced repeat queries through improved self-service and automation
• Clear insights surfaced from customer conversations
• A measurable contribution to a scalable, efficient and trusted CS function

About Creator College

Creator College, founded by Jun Yuh and Shan Hanif, is a high-impact media company helping creators and entrepreneurs grow their audience and business through proven systems, coaching, and content strategy. We're scaling fast, and this is your chance to grow with us, working hands-on with the next generation of creators.