CX Support Agent - Level 1

Urrly; Manila; Remoto; PHP 709.000 - 922.000; Tempo pieno

Descrizione del lavoro

Urrly, Inc. is seeking a remote Level 1 CX Support Agent based in the Philippines to assist mission-driven organizations. You will handle chat, email, phone, and screen-sharing support, resolve software questions, and escalate when needed.

The ideal candidate is patient, detail-oriented, fluent in professional English, and capable of learning new software quickly while maintaining clear communication with users who may not be highly technical.

Competenze

• Fluent, professional English, both written and verbal.
• Experience in customer support, help desk, SaaS, software, or technical support.
• Strong written communication with grammar, clarity and detail.
• Patience and empathy when supporting users with varying technical levels.
• Ability to simplify software questions and explain steps clearly.

Mansioni

• Monitor and manage Level 1 support requests during your coverage hours.
• Respond to customer questions via chat, email, phone, and screen-sharing sessions.
• Troubleshoot software, account, workflow, and usage-related questions.
• Help customers understand how to use the product in clear, simple language.
• Escalate complex issues to Level 2, product, data, or technical teams when needed.
• Process account changes, upgrades, downgrades, and general inquiries when assigned.
• Maintain clear, empathetic written communication.
• Stay engaged during the shift and contribute to team handoffs and coverage.

Conoscenze

English fluency

Customer support

Written communication

Empathy

Explain software steps

Remote-work capable

Time management

Strumenti

Intercom

HubSpot

Zendesk

Freshdesk

Descrizione del lavoro

CX Support Agent - Level 1

Join a growing SaaS support team helping mission-driven organizations get more value from the software they use every day.

This is a remote, Philippines-based Level 1 customer support role for a software company serving nonprofits, hospitals, governments, and other volunteer-powered organizations. You will be the first human support layer after AI-assisted triage, helping customers resolve practical software questions through chat, email, phone, and screen-sharing support.

The best fit is patient, detail-oriented, fluent in professional English, comfortable learning new software quickly, and energized by helping users who may not be deeply technical.

What You Will Do

• Monitor and manage Level 1 support requests during your assigned coverage hours.
• Respond to customer questions through chat, email, phone, and screen-sharing sessions.
• Troubleshoot software, account, workflow, and usage-related questions.
• Help customers understand how to use the product in clear, simple language.
• Escalate complex issues to Level 2, product, data, or technical teams when needed.
• Process account changes, upgrades, downgrades, and general company inquiries when assigned.
• Maintain clear, empathetic, and accurate written communication.
• Stay engaged during the shift and contribute to team check-ins, handoffs, and support coverage.

What We Are Looking For

• Full professional English fluency, both written and verbal.
• Prior customer support, help desk, BPO, SaaS, software, or technical support experience.
• Strong written communication with excellent grammar, clarity, and attention to detail.
• Patience and empathy when supporting users with different levels of technical confidence.
• Ability to simplify software questions and explain steps clearly.
• Comfort working with support tools such as Intercom, HubSpot, Zendesk, Freshdesk, or similar systems.
• Strong organization, time management, follow-through, and prioritization.
• Ability to work independently from home while staying active in team communication.
• Reliable remote-work setup and stable internet.

Nice To Have

• Experience supporting SaaS or software products.
• Experience with Intercom or HubSpot.
• Experience supporting nonprofit, volunteer-management, CRM, scheduling, training, communications, or compliance software.
• Experience using metrics such as response time, resolution quality, customer satisfaction, ticket volume, or escalation rate.
• Prior remote work experience with North American, UK, European, or Australian customers.

Schedule

There are two openings. Candidates must be based in the Philippines and able to work one of these remote schedules:

• EMEA shift: 9:00 AM to 5:00 PM UTC, which is 5:00 PM to 1:00 AM PHT.
• AMER shift: 5:00 PM to 1:00 AM UTC, which is 1:00 AM to 9:00 AM PHT.

Contracted hours follow UTC and do not change for local daylight savings time.

Compensation

USD $1,000 to $1,300 per month, based on experience and fit.

Why This Role

This is a chance to join a growing global support function at an important moment. The company is building a stronger Level 1 and Level 2 support model, and strong performers may have opportunities to grow as the team scales.

You will support customers doing meaningful work in their communities, and your work will directly affect whether they can use their systems confidently and efficiently.

Interview Process

Qualified candidates will complete a video interview with Urrly. The strongest candidates may also complete a practical assessment focused on written communication, attention to detail, and customer-support judgment.