Customer Support Agent

As a Customer Support Agent, you'll play a crucial role in providing high-quality customer service and assistance to the users of our B2B AI-powered supply chain platform. You'll serve as the primary point of contact for users, diagnosing and resolving issues, maintaining SLAs, and ensuring an outstanding experience across our customer base.

Location: 100% Remote (Philippines-based)

Schedule: Full-time, 40 hours/week, UK business hours (GMT)

Role Type: Independent Contractor

Rate: Approximately Php400 - Php465/hour (depending on experience)

The company: You'll be working with an innovative UK-based tech startup whose AI-powered supply chain management software creates outcome-driven and smarter supply chains. The platform pulls complex data and leverages AI to monitor changes, test solutions, and respond to disruption in real time for mature and high-growth businesses.

What you'll do: This is a high-impact, customer-facing role where you will manage inbound queries, diagnose technical issues, and escalate complex problems to second-line support. In short, you'll be the operational front line for customer success, ensuring support tickets are handled swiftly while proactively contributing to reporting, QA software testing, and platform improvements.

Customer Support & Ticket Management

• Respond promptly and professionally to user queries via email, chat, or phone, ensuring a consistently high level of customer satisfaction.
• Diagnose and resolve technical issues swiftly and accurately, minimizing operational impact on the user's business.
• Log, track, and manage all user requests in our ticketing system (HubSpot) to maintain clean records from intake to resolution.
• Escalate complex or 2nd-line issues smoothly, maintaining clear communication and ownership through to resolution.

SLA Monitoring & Operations

• Monitor active support tickets continuously, flagging SLA risks early and managing escalations proactively.
• Generate regular support performance reports, analyzing resolution metrics against agreed SLA benchmarks.
• Assist during support quiet periods with operational tasks, including QA testing of platform updates and knowledge base creation.

Feedback & Platform Improvement

• Gather user feedback and observe recurring trends to provide actionable suggestions to product and engineering teams.
• Collaborate across cross-functional teams to feed customer and market knowledge directly into our quarterly product roadmap.
• Continuously refine customer service processes and workflows for better efficiency, responsiveness, and service quality.

Communication & Empathy:

• Convey technical concepts clearly to non-technical users with high empathy, adjusting tone to match customer context and mood.
• Stay calm under pressure, managing multiple incoming queries systematically without compromising quality.

About you:

• Legally eligible to work in the Philippines as an Independent Contractor
• Strong fluency in written and verbal English with exceptional grammar and communication skills
• Your own laptop/computer and secure, high-speed internet access
• 2+ years in a Customer Support Agent role (or similar B2B tech customer-facing role)
• Proficient with ticketing platforms (ideally HubSpot) and communication tools like Slack, Notion, and email
• Excellent problem-solving abilities, high empathy, and strong attention to detail
• Proven capability to manage multiple tasks under pressure while maintaining process focus

Bonus points:

• Experience in a similar customer support role at a fast-paced B2B SaaS startup
• Basic understanding of logistics, supply chain management, or data workflows