Technical Support Specialist

Aidey; Philippines; Remote; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Fully remote, long-term opportunity

Work directly with US‑based teams

Stable full‑time schedule

Clear processes and structured work

Growth into higher-level roles

Job summary

Aidey, an AI-first BPO company, seeks a Technical Support Specialist in the Philippines. You will respond to customer inquiries promptly, tailoring support to each client’s size, background, and goals, and you will work with Shopify-related clients.

The role requires excellent English, prior SaaS/tech support, and familiarity with CRM/ticketing tools such as HubSpot. Fresh graduates welcome to apply; you will join a small, fast-paced team and help drive CRO-informed guidance.

Qualifications

• Excellent English communication in verbal, written, and reading forms.
• Experience in customer support, SaaS, eCommerce, or tech is an advantage.
• Hands-on Shopify experience is an advantage.
• Experience with CRM/ticketing systems (HubSpot) is an advantage.
• Familiarity with CRO best practices.
• Team player in a fast-paced startup.
• Proactive, customer-first mindset with curiosity about customer business.
• Ability to problem-solve and provide thoughtful responses.

Responsibilities

• Monitor, troubleshoot, and respond to inbound inquiries in real time with clear, helpful responses.
• Open and monitor Jira tickets and escalate internally as needed.
• Understand the customer’s business, size, and goals to offer relevant, strategic support.
• Provide CRO guidance based on customer needs with support from CRO experts.

Skills

English communication

Customer support

Shopify experience

HubSpot / CRM

CRO awareness

Team player

Customer-centric

Problem solving

Tools

HubSpot

Job description

Technical Support Specialist

Company : Aidey

Job Type : Full Time

Location : Philippines

Job Description - Technical Support Specialist

Description

About the Company

Aidey is an AI-first Business Process Outsourcing company — the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.

About the Client

The Client is the leading optimization and personalization platform for Shopify brands. With an AI-powered, never-before-seen visual editor, the client enables you to customize every page and component on your store, tailor personalized experiences to multiple audiences, and add product recommendations and upsells through continuous and robust A/B testing. The client is a lean team and a young company, but already working with thousands of leading Shopify brands and agencies, including Laura Geller, Andie Swim, Faherty, Moroccan Oil, and The Oodie.

About the Position

We are looking for a Technical Support Specialist to join our team. In this role, you will be responsible for delivering prompt, high-quality responses to customer inquiries. You will take the time to understand each customer's unique needs, including their business size, background, prior interactions, and goals, in order to offer more personalized and insightful support.

The ideal candidate should be personable, detail-oriented, and professional. We expect the ability to achieve excellent service outcomes and demonstrate strong research skills. The Support Specialist should be adaptable, able to respond to various requests appropriately (rather than relying on scripts), and strive to deliver exceptional service at all times.

We are also welcoming Fresh Graduates who feel that they are a good fit for this role.

Requirements

• Excellent English communication skills: verbal, written, and reading are a MUST
• Experience in customer support (preferably in SaaS, eCommerce, or tech) is an ADVANTAGE
• Hands‑on Shopify experience is an ADVANTAGE
• Experience working with HubSpot or similar CRM/ticketing systems is an ADVANTAGE
• Familiarity with conversion rate optimization (CRO) best practices
• Team player - joining a small team in a fast‑paced start‑up, hungry to learn and work together
• Proactive, customer‑first mindset, with a curiosity to understand the customer’s business and provide context‑aware support
• Ability to problem‑solve and provide thoughtful and accurate responses

Responsibilities

• Monitor, troubleshoot, and respond to inbound and support‑related inquiries in real time, providing clear and helpful responses
• Open and monitor Jira tickets, escalating internally as needed
• Go beyond just answering the question at hand—take the time to understand who the customer is, their business size, and their goals to offer relevant and strategic support
• Provide guidance on CRO best practices based on the customer’s needs, with support from the client’s CRO experts

Benefits

• Fully remote, long-term opportunity
• Work directly with US‑based teams
• Stable full‑time schedule
• Clear processes and structured work
• Opportunity to grow into higher‑level roles