Customer Support Agent

2 days ago

Work from Home, Philippines Packsify, LLC Full time

Job Overview

We are hiring a Level 1 Customer Support Agent who will be the first point of contact for our users, particularly our most valuable players, and ensure that every interaction is professional, clear, and reliable.

This role is ideal for someone who enjoys working in a dynamic environment and values empathy, accuracy, and consistency.

You will be responsible for providing clear and timely responses, resolving issues efficiently, and helping users feel supported and confident throughout their experience.

If you take pride in delivering high-quality support and building trust through clear and thoughtful communication, this could be the perfect role for you.

Duties

High-Touch & VIP Support (Core Focus)

  • Own user conversations end-to-end with fast, clear, and caring communication.
  • Ensure high-value players feel prioritized, supported, and confident.
  • Take full ownership of outcomes — nothing left unresolved.

Billing, Account & Issue Resolution

  • Support users with payments, accounts, and transaction questions.
  • Diagnose and resolve issues efficiently; escalate with full context when needed.
  • Optimize for first-contact resolution and minimal back-and-forth.

Product Guidance & Documentation

  • Explain Packsify features, pricing, and best practices clearly.
  • Log interactions and resolutions accurately to keep teams aligned.
  • Share user insights to improve product, tools, and workflows.

Qualifications

Must-haves:

  • Strong communication skills: Excellent written and verbal English, with the ability to communicate clearly, politely, and professionally.
  • Customer service experience: Previous experience in customer support, account management, or VIP client services.
  • Problem-solving mindset: Ability to assess issues quickly, troubleshoot effectively, and escalate appropriately when needed.
  • Attention to detail: Accurate in handling inquiries, documenting cases, and following internal processes.
  • High empathy and interpersonal skills: Comfortable managing relationships and delivering care, patience, and responsiveness to VIP players.
  • Tech-savvy: Comfortable using multiple tools, platforms, and mobile apps; able to learn new systems quickly.
  • Adaptability and learning agility: Able to work in a fast-paced, evolving environment while maintaining quality and consistency.
  • Team collaboration: Willing to work closely with other support agents, specialists, and cross-functional teams to resolve issues efficiently.

Bonus points if you have:

  • Chinese language skills at HSK4 or above.
  • Familiarity with ClickUp, Intercom, or similar support and collaboration tools.
  • Experience in startups, gaming, or fast-moving consumer apps.

Location & compensation

  • Remote, Philippines & Malaysia
  • Base salary: $10-12K USD annually + performance bonus
  • Employment: Full-time, flexible time out
  • Growth path: Master Packsify support processes (Year 1) → Transition to Level 2 (Year 2) → Scale into Team Lead overseeing your own support team as Packsify grows.

For more information and to apply, visit:

Job Type: Full-time

Benefits:

  • Flexible schedule
  • Work from home

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