Customer Support Manager

12 hours ago

Work from Home, Philippines Agilitec IT, LLC Full time

Working Schedule: Monday – Friday (Pacific Standard Time)

Working Arrangement: Fully Remote

Salary: $1,400 - $1,600

Application Link: https://www.careers-

Employer Overview

A SaaS company located in San Francisco, California. They help over 3,000 eCommerce brands turn anonymous traffic into known users through solutions such as quizzes, banners, and smart pop-ups. These tools build rich customer profiles that integrate directly with email and SMS platforms, enabling stronger and more effective retention marketing efforts.

Job Responsibilities

  • Provide timely, enterprise-level customer support via email, live chat, and Zoom/video calls
  • Troubleshoot platform issues by asking clear, targeted questions and replicating reported issues when needed
  • Guide users through solutions step-by-step, identifying whether issues are technical or related to product understanding
  • Train customers in best practices, platform usage, and advanced features based on their eCommerce stack
  • Escalate complex or unresolved issues to engineering teams while keeping customers informed of progress
  • Document troubleshooting steps, resolutions, and internal support resources to help scale operations
  • Manage multiple open support tickets, track resolutions in HubSpot, and follow up to ensure customer satisfaction
  • Build and maintain positive, professional relationships with customers

Job Requirements

  • Minimum of 2 years of experience in technical support, IT help desk, or SaaS customer success
  • Excellent written and verbal communication skills in English
  • Working knowledge of HTML, CSS, and JavaScript (use of tools like ChatGPT for assistance is acceptable)
  • Experience with eCommerce platforms; Shopify and WooCommerce experience is a strong advantage
  • Familiarity with tools such as HubSpot, Asana, and Zoom
  • Understanding of web technologies and browser developer tools (e.g., Inspect Element)
  • Strong analytical and problem-solving skills
  • Ability to multitask and prioritize in a fast-paced, remote work environment

Nice To Have Qualifications

  • Experience creating help documentation, knowledge base articles, or customer training materials
  • Background in eCommerce, digital marketing tools, or SaaS platforms
  • Experience supporting enterprise or high-volume customers

Skills and Competencies

  • Strong customer service mindset with a patient and supportive approach
  • Ability to explain technical concepts in clear, simple terms
  • Self-motivated and comfortable learning new tools and workflows independently
  • Highly organized with strong attention to detail and follow-through
  • Proactive thinker who identifies patterns and opportunities for process improvement

Benefits

  • 13th Month Pay
  • HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
  • Personal Time Off (After a 90-day probationary period)

Job Type: Full-time

Pay: Php77, Php88,000.00 per month

Benefits:

  • Opportunities for promotion
  • Promotion to permanent employee
  • Work from home

Work Location: Remote

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