US - Customer Support Specialist (voice + email) (006-1392)

Hunt St Pty Ltd; Manila; Hybrid; PHP 1,332,000 - 1,682,000; Full time

Benefits offered by this job

Independent contractor

100% remote

US hours training

Job summary

Hunt St Pty Ltd is seeking a US Customer Support Specialist based in the Philippines to handle voice and email support during US business hours. The role is an independent contractor engagement, 100% remote, with training on Australian day shifts before transitioning to US hours.

You will coordinate with a US-based warehouse partner and use AI tools daily to draft replies, track orders, and keep customers informed.

Qualifications

• US customer support experience, including voice
• Excellent written and spoken English
• Strong phone communication and confidence
• Highly organized and self-directed
• Comfortable working US hours and prioritization with minimal supervision
• Experience using ticketing systems, business systems and/or AI tools
• Proactive approach to customer service

Responsibilities

• Answer US customer emails and tickets in US hours: order status, tracking, PO acknowledgments, documents, account questions
• Work live with our US 3PL in Houston: stock holds, paperwork, resupply, carrier issues, parcel invoice queries
• Watch every US order in transit and update customers before they chase
• Make outbound calls in a set daily block: callbacks, order queries, delivery updates, quote follow‑ups; over time, regular calls to US trade and distributor accounts
• Take US inbound calls once trained (currently low volume)
• Handle South Africa and UK afternoon tickets
• Triage overnight Australian tickets and write a ranked handover note for our 7am start
• Use AI and our systems to draft replies and find answers, and flag where the AI gets it wrong

Skills

US customer support

Voice support

English Proficiency

Customer communication

Independent work

Tools

Zendesk

Aircall

MS Dynamics 365 BC

Job description

Looking for Philippines-based candidates

Job Role: US Customer Support Specialist (voice + email), US hours

Compensation range: $ 1,900 USD - $ 2,400 USD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: Full time · Night shift on US hours (about 9pm–6am Manila, adjusted for US daylight saving)

The first 2–4 weeks are on the Australian day shift for training, then they move to US hours.

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is:

We are an Australian company specialising in the design and supply of rainwater, gutter protection and plumbing products. We support customers across a range of residential and trade-related needs, with a strong focus on responsive service, reliable products and efficient order fulfilment. Our team is growing, and we’re looking for someone who can help keep customer requests and operational follow-ups moving smoothly.

Role Overview:

Be the voice of a growing Australian brand for its US customers, and work with AI every day.

We’re looking for a US Customer Support Specialist to become the dedicated point of contact for our growing US customer base.

Our client is an Australian company that designs and supplies rainwater harvesting, gutter guard and plumbing products to customers and trade businesses internationally. In this role, you’ll support US distributors, tank manufacturers and trade customers throughout their working day, making sure questions are answered, orders stay on track, and customers receive updates before they need to follow up.

This is a hands‑on customer support role combining voice, email, order coordination and logistics follow‑through. You’ll also work closely with a US‑based warehouse partner and use AI tools every day to help you work efficiently and accurately.

Key Responsibilities:

• Answer US customer emails and tickets in US hours: order status, tracking, PO acknowledgements, documents, account questions
• Work live with our US 3PL in Houston: stock holds, paperwork, resupply, carrier issues, parcel invoice queries
• Watch every US order in transit and update customers before they chase
• Make outbound calls in a set daily block: callbacks, order queries, delivery updates, quote follow‑ups; over time, regular calls to US trade and distributor accounts
• Take US inbound calls once trained (currently low volume)
• Handle South Africa and UK afternoon tickets
• Triage overnight Australian tickets and write a ranked handover note for our 7am start
• Use AI and our systems to draft replies and find answers, and flag where the AI gets it wrong

Required Skills and Qualifications:

Must have:

• Previous US customer support experience, including voice support — chat‑only experience will not be sufficient
• Excellent written and spoken English
• Strong phone communication and confidence speaking with customers
• Highly organised and self‑directed, particularly when working independently
• Comfortable working US hours and managing priorities with minimal supervision
• Experience using ticketing systems, business systems and/or AI tools
• Strong attention to detail and the ability to produce clear, structured handover notes
• A proactive approach to customer service — you don’t just respond to problems; you follow things through

Nice to have:

• Experience in logistics, freight, warehousing or order fulfilment
• Experience with building, plumbing, rainwater or related trade products
• Experience with Zendesk, Aircall or Microsoft Dynamics 365 Business Central
• Experience supporting distributor, wholesale or trade customers

AI Is Part of the Job

You’ll use AI as part of your everyday workflow. Tools such as Claude and the company’s internal operating system help you find information, draft responses and keep track of tasks.

We’re not looking for someone who simply relies on AI. We want someone who can use AI effectively while applying good judgement — checking information, spotting when something doesn’t look right, and knowing when a customer issue needs human attention.

Working Hours

This is a US‑hours role, aligned with the working day of the company’s US customers and warehouse partner.

You’ll work remotely from the Philippines while providing dedicated support during US business hours.

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)