Senior Remote Support Agent (Philippines)

Private Advertiser; Manila; Remote; PHP 240,000 - 420,000; Full time

Job summary

Private Advertiser, on behalf of a US-based client, seeks Senior Customer Support Agents for a remote role in the Philippines. You will handle high volumes of customer emails, apply templates and knowledge base articles, and maintain satisfaction metrics.

The role includes a two-week accelerated training and potential progression into more complex or leadership responsibilities as the operation grows. Shifts follow ET timing.

Qualifications

• At least 3 years of experience in customer service, technical support, or help desk operations.
• At least 2 years of experience handling high-volume email support for US-based customers.
• Excellent written English communication skills, with the ability to communicate clearly, professionally, and empathetically.
• Hands-on experience with customer support ticketing platforms such as Freshdesk (highly preferred), Zendesk, Gorgias, or Intercom.
• Proven experience managing escalated cases and handling frustrated or dissatisfied customers professionally.
• Strong computer proficiency and the ability to navigate multiple applications and systems simultaneously.

Responsibilities

• Managing a high volume of customer email tickets while ensuring timely, accurate, and professional responses.
• Addressing customer inquiries related to orders, shipping, returns, refunds, and general product concerns.
• Providing personalized and helpful responses using approved templates, knowledge base articles, and internal resources.
• Following established customer service policies, workflows, and escalation procedures.
• Identifying and escalating complex customer concerns to the appropriate teams with complete and accurate documentation.
• Maintaining detailed customer interaction records within the ticketing system.
• Handling confidential customer information with professionalism and discretion.
• Meeting established performance standards for productivity, response times, resolution quality, and customer satisfaction.
• Collaborating with team members to maintain consistent service quality and identify opportunities for improvement.
• Handle complex customer cases and escalated concerns requiring independent judgment.
• Troubleshoot technical issues involving products, mobile applications, or software.
• Provide guidance and support to newer team members.
• Identify recurring customer concerns and recommend solutions.
• Contribute to improvements in customer support workflows, response templates, and knowledge base resources.

Skills

Customer service

Email support

English communication

Tools

Freshdesk

Zendesk

Gorgias

Intercom

Job description

Private Advertiser, on behalf of a US-based client, seeks Senior Customer Support Agents for a remote role in the Philippines. You will handle high volumes of customer emails, apply templates and knowledge base articles, and maintain satisfaction metrics.

The role includes a two-week accelerated training and potential progression into more complex or leadership responsibilities as the operation grows. Shifts follow ET timing.