POOLING - Customer Support Smart Staff

Position: Customer Support Smart Staff

Working Hours: US Business Hours

Hiring Company: We are a 10 year old remote staffing business with a fully remote team of 100+ employees. We started as a customer service agency, but have leveraged our client experience and technical acumen to become the industry's first AI empowered (human) virtual assistant service.

About the Role:

We are hiring a Customer Support Smart Staff (VA) to assist with handling customer inquiries, resolving issues, and ensuring a positive customer experience. This role requires someone with excellent communication skills, a problem-solving mindset, and the ability to manage customer interactions across different channels. If you have experience in customer service and remote support, we’d love to hear from you!

Key Responsibilities:

Customer Support (50%)

• Respond to customer inquiries via email, chat, and phone
• Handle order processing, cancellations, and refunds
• Assist customers with troubleshooting and provide accurate information
• Manage support tickets and ensure timely resolutions
• Follow up with customers to ensure satisfaction and resolve pending concerns
• Document customer interactions and update CRM systems

General Operations Assistance (50%)

• Maintain and update customer support documentation (FAQs, templates, SOPs)
• Track common customer issues and suggest process improvements
• Monitor customer feedback and escalate recurring problems
• Support the internal team with administrative customer-related tasks
• Assist with basic reporting on customer support metrics

Requirements

Qualifications:

• 1+ years of experience in customer support, call center, or virtual assistance
• At least 1 year of remote work experience
• Excellent English communication skills (written and verbal)
• Strong problem-solving skills and ability to handle customer concerns professionally
• Experience with CRM and helpdesk tools (e.g., Zendesk, Freshdesk, Gorgias, HubSpot)
• Ability to manage multiple support channels (email, chat, phone)
• Strong general business support skills, including:
• Administrative assistance
• Calendar and schedule management
• Email and inbox handling
• Basic documentation and reporting
• Detail-oriented with strong organizational skills
• Tech-savvy and quick to adapt to new tools and platforms
• Familiarity with tools like ChatGPT, Claude AI, Gemini, Notion AI, Canva AI, etc. (preferred but not required)

Nice-to-Have Skills:

• Experience with e-commerce customer support (Shopify, Amazon, etc)
• Familiarity with AI-powered customer service tools
• Knowledge of basic dispute resolution and refund policies

Technical Requirements:

• Stable high-speed internet with backup
• Computer (laptop or desktop) with recommended quad-core CPU 2.5GHz+, RAM 8GB+, and dual monitor
• Headset, mic, and webcam for meetings
• Dedicated and distraction-free workspace

Benefits

What we offer: 

1. Salary rate is up to $6/hr based on experience
2. Pandemic-proof job
3. Since you will be working from home, you get to save a lot of time and money.
4.  Company & team events - Virtual and Offline
5. Tenure Based Benefits
1. HMO coverage up to $50/Month
2. Paid Time Offs

What we don't offer: 

1. All government-mandated benefits (SSS, PAGIBIG, PHILHEALTH). Our team pays them voluntarily.
2. Company Equipment - You must already have or buy or upgrade your current one to meet our minimum requirements.

Notes: 

1. For the best application experience, we recommend using MS Edge as your browser. This ensures optimal performance and minimizes any potential submission issues.
2. Select any of the locations listed below. We're a fully remote company, so selecting any location from the list doesn't affect your application. 
3. Be sure to monitor your email's "Spam / Junk folder" so you do not miss any emails from us.
4.  Please provide an active mobile phone # (any Network, must have Viber but not a landline #) so we can contact you via text or call if needed.