CSR - with AI Tools & Platforms Experience

2 weeks ago

Philippines Aventus llc Full time ₱1,500,000 - ₱3,000,000 per year

Join the Aventus Team

We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, with over 10 years of providing omnichannel support for 100+ amazing clients and partners in the e-commerce and technology industries.

We're looking for a Customer Service Representative (CSR) who will be the frontline of support for a global, tech-focused client. In this role, you'll assist users in navigating technical platforms, billing inquiries, account access, and policy-related questions — ensuring every interaction reflects accuracy, empathy, and professionalism.

What You'll Be Doing

As a Customer Service Representative, you'll provide responsive, high-quality support to a technically diverse customer base, including developers, startups, enterprises, and individual users. You'll serve as the bridge between users and internal teams, ensuring a seamless experience through clear communication, problem-solving, and adherence to service standards.

Your Core Responsibilities

  • Customer Support
  • Respond to customer inquiries via Zendesk, focusing on billing, API errors, account access, and performance-related issues.
  • Guide users through self-service tools and clearly explain platform limitations and policies.
  • Maintain a professional, neutral tone in all written communications — no slang or emojis.
  • Issue Investigation & Resolution
  • Troubleshoot and resolve issues using tools such as Stripe, Datadog, Mission Control, and Hex.
  • Accurately interpret logs and error codes to identify the root cause of customer concerns.
  • Escalate high-tier customer issues, legal threats, or potential security concerns to designated internal contacts.
  • Process & Documentation
  • Contribute to macro creation, SOP refinement, and internal knowledge base updates.
  • Maintain clear documentation of tickets and resolutions to support data integrity and process improvement.

What You'll Bring to the Table

  • Strong written communication skills with a clear and professional tone.
  • Technical literacy — familiarity with APIs, developer workflows, and basic error codes (e.g., 429, 402).
  • Experience working with Zendesk, Stripe, or similar platforms.
  • Analytical mindset — able to review logs, metadata, and system behavior to troubleshoot effectively.
  • High discretion and comfort handling sensitive topics like billing disputes, privacy, and security.

Your Key Competencies and Attributes

  • Methodical and Detail-Oriented – You approach every case with structure and thoroughness.
  • Empathetic and Calm Under Pressure – You can diffuse frustration and restore confidence through clear communication.
  • Curious and Tech-Savvy – You're eager to learn new systems, tools, and emerging technologies.
  • Collaborative – You thrive in cross-functional environments, working with QA, Training, and Support Leads to elevate user experience.

What's In It For You?

  • 100% Remote Work – Work from anywhere in the Philippines.
  • Professional Growth – Opportunities to advance into Senior Support or QA roles.
  • Competitive Pay – Industry-aligned compensation with performance-based incentives.
  • Learning Culture – Exposure to cutting-edge tools, models, and real-world problem-solving.
  • Supportive Team Environment – Transparent communication and people-first leadership.

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