Customer Support Specialist - Philippines

Department: Customer SupportEmployment Type: PermanentLocation: Remote PhilippinesCompensation: ₱382,000 - ₱975,000 / yearDescriptionWe're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you have high emotional intelligence, love learning new technology, are great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you!You'll join a tight-knit, highly committed & growing team that’s passionate about helping customers reach their business goals. We’re eager to lean in when it comes to growing our product and our customer base.Like our customers, our team is global, and we enjoy a remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on. This role joins our Night-shift team, primarily serving customers in the APAC region.What You'll DoDeliver best-in-class live chat customer support in a timely mannerUse expert problem-solving ability and resourcefulness to provide our users with the answers they needApply critical thinking to troubleshoot technical issuesCollaborate with Product and Engineering teams to resolve issues/bugsCollaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted uponEnsure customers are well-supported and educated at every interactionProvide professional and friendly insights to customers when solving their problemsContribute to the success of our department by suggesting improvements to our processes and ourproductThink outside the box when it comes to solutions and understanding what the customer needs, taking aproactive approach while reassuring customers at every step of the wayWhat You'll BringYou have 2+ years in a similar customer support role for a SaaS (Bonus if B2B)You have advanced written communication skillsYou’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audienceYou have excellent rapport-building ability with both customers and teammatesYou’ve got a proven track record of meeting or exceeding common customer support metricsYou have the ability to multitask and handle multiple customer inquiries simultaneouslyYou’re strong at problem-solving and you have the ability to think critically when addressing tasksYou have the ability to show empathy, tactfulness, and diplomacy when interacting with othersIf you have experience with SEO and/or digital marketing, this would be highly preferable, includingcommon digital marketing channelsFamiliarity with SaaS platforms and related technologiesAdditional DetailsBenefits And PerksComprehensive single-coverage health and dental insurance through the Global Allianz Bronze program (premium fully paid by AgencyAnalytics)5 vacation days per year as required by law, topped up by AgencyAnalytics to 20 vacation days and 10 sick days annually$100 CAD/month wellness and fitness benefit$50 CAD/month internet reimbursement$15 CAD/month (up to $180 CAD/year) for books or audio subscriptions$1,000 CAD/year professional development budget$500 CAD home office setup allowanceEmployment Terms 90-day probation period30 days’ notice required for terminationSeverance:1 month for employees under 1 year of service1 month per year of service for employees with over 1 yearAccrued and unused vacation is paid out upon terminationProrated 13th-month salary