Remote CX Support Specialist (Philippines) - Level 1

Urrly, Inc.; Manila; Remote; PHP 709,000 - 922,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

English fluency

Customer support

Written communication

Empathy

Explain software steps

Remote-work capable

Time management

Tools

Intercom

HubSpot

Zendesk

Freshdesk

Job description

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.