Senior Email and Chat Customer Service Advisor

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 a Senior Email and Chat Customer Support Advisor to join their 24/7 Customer Operations team. You will be a subject matter expert, helping users navigate complex setup, content, and platform challenges. This role requires autonomous problem-solving, proactive escalation, and mentoring of junior team members. This position reports to a Customer Operations Team Lead based in the US or Ireland. You will have a visible impact on customer satisfaction, process improvement, and knowledge sharing.

What you'll do

• Independently manage customer interactions via live chat and email, focusing on high-complexity or high-value cases.
• Handle queue-based, typing-intensive work (approximately 90% of the role) while maintaining superior accuracy and tone.
• Guide customers through website setup, content management, and design customization, providing consultative support when needed.
• Leverage Zendesk or similar CRM/ticketing tools to manage cases, document advanced troubleshooting, and escalate appropriately.
• Identify recurring issues or gaps in processes and collaborate with internal teams to implement improvements.
• Mentor junior team members, offering guidance and best practices for complex cases.
• Consistently meet or exceed targets for Quality, Productivity, and Customer Satisfaction (CSAT) while maintaining composure in challenging interactions.
• Stay current on new product features, platform updates, and operational enhancements, providing feedback to leadership on trends and opportunities.

What You Bring

• At least 5 years of customer-facing experience in support, retail, hospitality, or online service environments.
• Proven proficiency in Zendesk or comparable ticketing systems with strong workflow management capabilities.
• Exceptional written communication skills with attention to tone, clarity, and precision.
• Analytical thinker with the ability to diagnose root causes and recommend scalable solutions.
• Demonstrated success managing multiple priorities in fast-paced, high-volume environments.
• Experience with website builders, hosting platforms, or SaaS products is highly desirable.
• Reliable high-speed internet and a quiet, distraction-free workspace.
• Flexibility to work 40 hours per week, including weekends and holidays, within a 24/7 global 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.