Independent Contractor

Evotechdev; Cebu City; On-site; PHP 279,000 - 446,400; Full time

Job summary

EvoTechSoftwareSolutionsInc. is seeking a Customer Success Analyst to be the first line of response for inbound client requests, manage the ticketing queue, and keep internal processes running smoothly.

You will listen to customers, convert feedback into actionable steps, and act as a bridge between the product and ops teams to ensure client care at every step.

Qualifications

• 1-3 years of experience in a customer support or operations role.
• Exceptional written English—clear, professional, and warm.
• Strong attention to detail and a process-first mindset.
• Obsessed with customer experience.
• Solution orientation.

Responsibilities

• Monitor and triage inbound support tickets and client messages.
• Classify, prioritize, and route tickets to the right teammates.
• Respond to Tier-1 requests independently using SOPs and knowledge base.
• Track open issues to resolution and flag anything at risk of slipping.
• Execute recurring operational tasks: onboarding checklists, QA workflows, account setups.
• Keep FAQs updated to allow AI assistants to function optimally.

Skills

1-3 years experience in customer supp/

Exceptional written English

Attention to detail

Customer experience obsession

Solution orientation

Job description

EvoTechSoftwareSolutionsInc.isahighlymotivatedteamofprofessionalsbasedinCebu,Philippines,committedtoprovidingtailoredservices.WithexpertiseinWebDevelopment,e-CommerceManagement,DataAnalytics,andGraphicDesign,weoffergloballycompetitivesolutionsthatempowerourclients’businessestoexcelintoday’smarket.

Bydesign,wecombineyourvisionforyourbrandwithourcreativeandtechnicalcapabilitiestodesigntherightuserexperience.Wemakesurethatyourcustomersorusersdiscoveryourproductnotonlyappealing,butalsouseful.

Empoweringyourcompanywithcutting-edgesoftwaresolutions.Ourskilledteamadaptstotechtrends,ensuringyourexcellenceininnovationthroughdevelopment.

WithBPO,weaimtoenhanceefficiencyandservicedeliverywithourversatilebusinesssupport.Weevolvetoofferswift,improvedcustomerservicesolutions.

TheOpportunity

WearelookingforCustomerSuccessAnalystwhowillbethefirstlineofresponseforinboundclientrequests,owntheticketingqueueandkeepourinternalprocessesrunningwithoutgaps.Youwillalsobeacriticalpartoftheproductfeedbackloop,listeningtoourcustomersandconvertingthattoactionablefeedback.ThinkofthisroleastheairtrafficcontrollerofourOpsandProductteam—you'llmakesurenothinggetsdropped,escalateissuestotherightpeople,andensureclientsfeeltakencareofateverystep.

KeyResponsibilities

Ticket&InboxManagement

• Monitorandtriageinboundsupportticketsandclientmessages
• Classify,prioritize,androuteticketstotherightteammembers
• Respondtotier-1requestsindependentlyusingourSOPsandknowledgebase
• Trackopenissuestoresolutionandflaganythingatriskofslipping

Process&TaskExecution

• Executerecurringoperationaltasks:onboardingchecklists,QAworkflows,accountsetups
• Documentnewprocessesastheyemergeandhelpimproveexistingones
• Identifypatternsinsupportvolumeandescalaterecurringissuestotheteam
• KeepFAQsupdatedtoallowAIassistantstofunctionoptimally
• WorkcloselywiththeCustomerSuccessManagerandbroaderteamtodriverelentlessexecutiononcustomerrequests
• Keepinternaltaskboardsandtrackersuptodate

Qualifications

• 1to3yearsofexperienceinacustomersupportoroperationsrole
• ExceptionalwrittenEnglish—clear,professional,andwarm
• Strongattentiontodetailandaprocess-firstmindset
• Obsessedwithcustomerexperience
• Solutionorientation

NicetoHave

• Proficiencywithticketingtools(e.g.Intercom,Zendesk,Freshdesk,orsimilar)
• ExperienceatastartuporSaaScompany
• FamiliaritywithtoolslikeNotion,Linear,Slack,orGoogleWorkspace
• Interestinrealestate,proptech,orAIproducts
• Basicunderstandingofhowsupportandproductteamsworktogether
• Willingnesstolearnandexpandintocodingandtechnicalareas(astrongplus)
• WorkSetup:RemoteorWFH-9:00AMto6:00PMEST
• Weekendavailabilityrequired(rotation)
• Days-offmaybescatteredduringtheweektoaccommodateweekendcoverage
• Salaryofferdependsonthemetqualificationsorexperience.