Customer Support Agent (Work From Home - Luzon)

Job Description This is a remote position. Who We Are At Sozoroad, we are a dynamic consulting and technology partner dedicated to assisting small and mid-sized businesses, nonprofit organizations, and local government entities in navigating change and fostering growth through innovation. Our team brings extensive expertise in digital strategy, operations, and emerging technologies—delivering practical solutions that make a tangible impact. We understand the unique challenges of our clients because we collaborate closely, listen attentively, and adapt swiftly. Our mission is clear: to empower organizations to address today's challenges and build for tomorrow—with smarter systems, sharper strategies, and a human touch. We think big, act boldly, and are laying the groundwork to become a leading force in our industry. What You'll Do As a Customer Support Agent, you will serve as a primary support contact for customers and clients requiring assistance. You will respond to inquiries, resolve issues, and ensure every interaction is handled professionally, accurately, and with empathy. This role is ideal for individuals who enjoy written communication, problem-solving, and managing multiple conversations in a fast-paced, remote environment. Responsibilities Handle customer inquiries via email and live chat in a timely and professional manner. Respond to inquiries, requests, and concerns with clarity and empathy. Troubleshoot and resolve basic issues, escalating complex cases when necessary. Maintain accurate documentation of interactions in CRM or ticketing systems. Manage multiple conversations while maintaining quality and response standards. Follow client-specific SOPs, workflows, and communication guidelines. Collaborate with internal teams to ensure timely resolution of customer concerns. Uphold service quality, response time, and customer satisfaction expectations. Who You Are You are a reliable and detail-oriented support professional who communicates clearly in writing and takes ownership of customer issues. You remain calm under pressure, can manage multiple tasks efficiently, and consistently aim to deliver positive customer experiences. You are adaptable, coachable, and open to supporting different clients or projects as business needs evolve. Please Note This role follows a talent pooling approach . Selected candidates will become part of Sozoroad’s talent pool and may be deployed to support Sozoroad directly or placed with one of our future client companies depending on project needs. Please make sure to apply only if you are amenable to this set-up! Requirements Excellent written English skills, including grammar, clarity, and professional tone. Strong typing speed and ability to multitask across multiple email and chat conversations. Proven experience in customer support, preferably in an e-commerce or non-voice role. Familiarity with e-commerce platforms such as Shopify is preferred but not required. Experience using helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk) is an advantage. Customer-first mindset with strong empathy and problem ownership. Ability to follow policies and SOPs while maintaining a positive customer experience. Strong attention to detail and accurate documentation skills. Reliable attendance and commitment to a full-time schedule. Previous BPO or Virtual Assistance experience is a plus, but not mandatory. A bachelor's degree in Business Administration, Business Management, or a related field is not required, but preferred. Equivalent experience will also be considered. Adaptability to work within Eastern Standard Time (EST) for efficient collaboration, if you were to support Sozoroad directly. Willingness to work flexible hours and adapt to team needs, if you were to be deployed elsewhere. Benefits Competitive Compensation: Your contribution will be recognized and compensated appropriately. Opportunities for Growth: Your professional journey will find numerous avenues for growth within our structure. Structured Part-Time Role: Benefit from a part-time role tailored to respect your other commitments. Remote Work Benefits: Work from a comfortable location, free from the constraints of a daily commute. Continuous Learning: Engage in diverse learning opportunities to enhance and expand your skill set. Performance Recognition: Achievements, both big and small, are recognized and celebrated. Sozoroad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are also committed to providing reasonable accommodations to individuals with disabilities throughout the hiring process. We believe the strongest teams are built on a wide range of life experiences, ideas, and perspectives. We welcome applicants from all walks of life who are passionate about making an impact. Learn more about us at sozoroad.com/about .