# Customer Support Representative

**Company**: AI Acquisition
**Location**: Philippines
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: Customer Support
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q137175740

**Apply**: https://jobs.workable.com/view/vZPfTVDemZUoV1R1HqxCAA/remote-customer-support-representative-in-philippines-at-ai-acquisition
**Canonical**: https://yubhub.co/jobs/job_30e6871e-43d

## Description

## Job Description

We're hiring a Customer Support Representative to join our global support team and deliver fast, high-quality, and empathetic support to our clients.

This is a hands-on, execution-focused role where you will be managing live chat interactions, resolving client queries, and ensuring a seamless support experience. You'll work closely with internal teams (Customer Success, Product, and Tech) to escalate issues, surface patterns, and contribute to continuous improvement of our support systems.

## Key Responsibilities

### Client Support & Communication

- Manage live chat and support channels, ensuring fast and accurate responses

- Resolve client queries efficiently while maintaining a high standard of communication

- Escalate complex issues to the appropriate teams when needed

- Maintain professionalism and empathy in all client interactions

### Issue Resolution & Escalation

- Identify and troubleshoot client issues across platform usage, onboarding, and workflows

- Handle support tickets and follow through until resolution

- Flag recurring issues or bugs to internal teams

### Knowledge Base Contribution

- Follow and utilize internal documentation and SOPs effectively

- Contribute to improving FAQs and knowledge base content

- Document new solutions and recurring fixes to support team scalability

### Operational Support

- Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)

- Support internal teams with insights on client feedback and common pain points

- Ensure adherence to SLAs (response time, resolution time, quality standards)

## Requirements

### Must-Have

- 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles

- Experience handling live chat or ticket-based support environments

- Strong written communication and problem-solving skills

- Ability to manage multiple conversations/tasks simultaneously

- High attention to detail and accountability

- Comfortable working in a fast-paced, remote environment

- Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)

### Nice to Have

- Experience in SaaS, PaaS, AI, or tech environments

- Exposure to CRM tools and customer workflows

- Experience working with global teams across time zones

- Basic understanding of AI tools or automation workflows

## Benefits

- Remote-first environment with global exposure

- Competitive compensation

- High-growth, high-impact role within a scaling company

- Opportunity to grow within Customer Success and Operations

## Skills

### Required
- Customer Support
- Live Chat
- Ticket-Based Support
- Written Communication
- Problem-Solving
- Time Management
- Attention to Detail
- Accountability
- Support Tools

### Nice to have
- SaaS
- PaaS
- AI
- Tech Environments
- CRM Tools
- Customer Workflows
- Global Teams
- AI Tools
- Automation Workflows