Customer Support Specialist

1 week ago

Makati City, National Capital Region, Philippines luigisbox Full time

Help us shape the future of e-commerce You'll work on our cutting-edge AI projects, driving personalized experiences for 3,000+ e-shops.

At Luigi's Box, we're transforming e-commerce with smarter, faster, and more personalized shopping experiences.

Our AI-powered search & discovery suite includes four main solutions—Search, Analytics, Recommender, and Product Listing—that empower over 3,000 online stores to help their customers find exactly what they're looking for. Think big names like Alza, Notino, Benu, O2, Acer, Under Armour, and more.

We're already working with half of the e-shops in the Czech and Slovak markets, and are growing fast in Poland, DACH, the UK, and beyond. As we scale, we're looking for a creative and talented Customer Support Specialist – Late Shift to help us share our story with the world.

This is your chance to bring your skills to one of Europe's fastest-growing tech scale-ups while gaining valuable experience from a team of talented professionals.

About the role

As a Customer Support Specialist – Late Shift, you'll be the bridge between our customers and our product, ensuring that they receive high-quality assistance during later hours (approx. 23:00PM – 7:00AM CET).

Sitting between L1 and L2 support, this role involves handling client communication, troubleshooting, resolving technical issues, and escalating complex cases when needed. You'll work closely with Zuzana (Head of Support), Mateusz (L2 Support Lead), and Suzanna (L1 Support Lead), benefiting from a culture of mentoring, mutual support, and constructive feedback.

What you'll do
  • Respond to customer inquiries via live chat and email.
  • Run initial troubleshooting of issues, proactively diagnosing problems and determining next steps.
  • Guide users toward solutions, explaining complex topics in simple terms.
  • Escalate complex issues to product and integration teams, tracking progress and communicating updates to customers.
  • Document common issues and contribute to the knowledge base.
  • Ensure smooth transitions by collaborating with the day shift support team.
  • Engage with internal teams, including Customer Success Managers, Account Managers, and Sales.
What we expect from you
  • Fluent in English (both written and spoken, professional proficiency required).
  • Willingness to operate during 11PM – 7AM CET, which corresponds to 6 AM – 2 PM Jakarta time (Indonesia, UTC+7).
  • Customer service experience is a plus, especially in roles involving direct communication with customers.
  • Strong analytical and decision-making skills to quickly diagnose technical issues and determine the best course of action.
  • Adaptability and flexibility in a fast-changing environment—our processes evolve rapidly, so an open-minded and proactive approach is key.
  • Customer-focused communication when documenting solutions—thinking creatively to ensure instructions are clear and user-friendly.
  • Independence and self-motivation, as this is a new role in a different time zone from most colleagues. However, you'll have full support from the team.
  • Problem-solving and collaboration skills, with the ability to work independently while staying connected with global teams.
  • Familiarity with support tools like Zendesk is a plus.
What you'll receive in return
  • Paid time off & sick days
  • Perks: hardware and home-office contribution, self-development allowance, parental benefits, birthday surprise, and more
  • A chance to be part of a growing, innovative company where you can help shape the future.
  • An inclusive global team that empowers and supports every individual.
  • A collaborative environment built on trust, transparency, and open communication.
  • Work with one of the best Search SaaS solutions on the market.
  • Recognized by Deloitte CE Technology Fast 50 as a leading tech company in 2024.
  • Featured in the Gartner Market Guide for Digital Commerce Search 2024 alongside top solutions like Algolia and Bloomreach.
  • Rated #1 in the e-Commerce Search Software Mid-Market category on G2.
  • Work on meaningful assignments with top e-commerce accounts in the EU.
  • Freedom to define your role and processes, flexible and transparent decision-making, easy access to C-level executives.
  • Career growth opportunities in both commercial and technical directions based on performance.
  • Mentorship and experience sharing from a team of professionals.
Ready to join us?

Click the 'Apply' button and submit your LinkedIn profile or CV

  • Initial screening call with a People Partner.
  • 30-minute interview with Zuzana (Head of Support), shadowed by Suzanna (L1 Support Lead).
  • Technical task (self-paced, max 1 hour).
  • 30-minute interview with Mateusz (L2 Support Lead).
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