Customer Support Executive

2 days ago

Manila, National Capital Region, Philippines Pearl Talent Full time ₱1,200,000 - ₱2,400,000 per year
Key Responsibilities:
  • Respond to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
  • Troubleshoot basic platform issues or user confusion, including document upload errors and account access
  • Reference and interpret the company's internal 100-page guidebook to deliver accurate and helpful support
  • Escalate complex issues internally and follow through until resolved
  • Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
  • Tag recurring issues for process improvements or documentation updates
  • Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch.
  • Assist with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination
Immediate Tasks in the first 30 days:
  • System Onboarding: Learn ILS' platform functionality, Zendesk workflows, and SOPs
  • Shadowing: Observe live support interactions to understand tone and troubleshooting expectations
  • Knowledge Base Deep Dive: Study the internal 100-page guidebook and documentation to build platform fluency
  • Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients
  • Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team
  • Support Metrics & KPIs: Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement.
  • Start live coverage by end of Week 1 (with oversight)
Requirements
Must-Haves:
  • Neutral English accent and exceptional written English
  • Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours
  • Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses
  • Strong attention to detail and comfort following particular procedures
  • Can work independently and reliably with little supervision during early morning hours.
Nice-to-Haves:
  • Background in legal tech or B2B SaaS support
  • Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms
  • Familiarity with SaaS onboarding flows and knowledge base creation
  • Prior exposure to U.S. professional services (especially law or finance)
  • Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members
Benefits
Benefits
  • Competitive Salary: To be discussed during the interview
  • Remote Work: Fully remote—work from anywhere
  • Generous PTO: Ample paid time off to rest and recharge
  • Direct Mentorship: Grow through guidance from international industry experts
  • Learning & Development: Ongoing access to resources for professional growth
  • Global Networking: Work and connect with professionals around the world
  • Work-Life Balance: Flexible hours that support a healthy work-life balance

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