Email and Chat Customer Service Associate

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

Our client is seeking an Email and Chat Customer Support Associate to join their 24/7 Customer Operations team. You will be on the front lines, resolving routine account and platform inquiries while delivering an exceptional customer experience. This role is fully remote and reports to a Customer Support Team Lead, with oversight from an offshore Customer Service Manager. This is a high-volume, operational role where consistency, accuracy, and adherence to process are critical.

What you'll do

• Respond to customer inquiries via live chat and email in a timely, professional, and solution-oriented manner.

• Handle queue-based, typing-intensive work (approximately 90% of the role) while maintaining accuracy and brand tone.

• Troubleshoot and guide customers through account, billing, and basic platform issues, escalating more complex or recurring problems.

• Utilize Zendesk or similar CRM/ticketing tools to manage cases, document interactions, and follow workflows.

• Meet or exceed targets for Quality, Productivity, and Customer Satisfaction (CSAT).

• Stay current on product updates and platform improvements.

• Maintain a reliable workspace and connectivity to ensure uninterrupted service coverage.

What You Bring

• At least 3-4 years of customer-facing experience in support, retail, hospitality, or online service environments.

• Demonstrated proficiency with Zendesk or similar CRM/ticketing systems.

• Exceptional written communication skills, with a focus on clarity, professionalism, and empathy.

• Strong problem-solving and analytical skills with the ability to resolve issues independently and efficiently.

• Proven ability to manage high-volume workloads while maintaining quality and composure under pressure.

• Familiarity with website building, hosting platforms, or SaaS tools is an advantage.

• Reliable high-speed internet connection and a quiet, dedicated workspace.

• Flexibility to work a 40-hour rotating schedule, including weekends and holidays, in support of a 24/7 operation.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

• Employee as our biggest asset: We are genuinely invested in our people's career and welfare..

• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.