Remote CX Support Specialist – SaaS (Philippines)

Nebraska Angels; Pennington (NJ); Hybrid; USD 25,000 - 44,000; Full time

Job summary

Travefy is seeking a customer support professional to join our fully remote team from the Philippines. You will handle live chat and email, assist with escalations, and collaborate with our AI agent to help travel professionals succeed.

You will overlap with a teammate in the Philippines and cover shifts that align with a US-friendly schedule, delivering empathetic, clear support while spotting trends and contributing to help articles and process improvements.

Qualifications

• Experience supporting customers inside a SaaS platform.
• Excellent written English communication.
• Calm under pressure and well-organized in a busy queue.

Responsibilities

• Deliver high quality support across live chat and email, alongside our AI agent, and step in on the rare phone escalation
• Troubleshoot platform issues and guide customers through workflows with clarity
• Escalate bugs and account concerns to the right teams at the right time
• Manage multiple conversations without losing context
• Identify trends in customer pain points and product feedback
• Contribute to help articles, internal docs and process improvements
• Show empathy, professionalism and urgency in all customer interactions

Skills

Customer support

Written English

Technical troubleshooting

Tools

Intercom

GitHub

HubSpot

Job description

Travefy is seeking a customer support professional to join our fully remote team from the Philippines. You will handle live chat and email, assist with escalations, and collaborate with our AI agent to help travel professionals succeed.

You will overlap with a teammate in the Philippines and cover shifts that align with a US-friendly schedule, delivering empathetic, clear support while spotting trends and contributing to help articles and process improvements.