Customer Support

Location: Remote (UK time alignment required)
Pay: 230 PHP/hour
Duration: Initially 3 months, with the potential to extend
Reporting to: Customer Support Manager

Monday-Friday Shifts :
1. 08:30 - 17:00 (UK time)

The Role
We are a fast-growing tech business providing two innovative SaaS products that help small businesses streamline operations, save time, and grow efficiently.

We’re looking for a proactive, tech-savvy problem solver to join our customer-facing support team. In this role, you’ll be the go-to expert for our customers, assisting them with queries and guiding them through our platforms via phone, email , social media and chat.

This is a fully remote role covering UK and US hours, making you the crucial first line of support as our users start their day.

This isn’t a scripted, rigid call-centre role - every day brings new challenges. You’ll develop a deep understanding of our product ecosystem, troubleshoot unique issues, and make a real impact on our users' success.

What you’ll be doing:

First-line support
Provide expert, empathetic support via chat, email , and phone, and respond to Facebook user pages.

Troubleshooting
Diagnose and resolve customer issues, investigate front-end behaviour, and escalate to the engineering team when necessary.

Knowledge base creation
Write clear, helpful documentation, FAQs, and troubleshooting guides for both internal teams and customers.

Continuous improvement
Identify common user pain points and help improve our support processes as we scale.

What we are looking for
Highly self-motivated, disciplined, and a strong asynchronous communicator.
A natural curiosity to dig into technical issues and figure out why something isn't working.
Exceptional communication skills with the ability to explain complex technical concepts in a simple, user-friendly way.

Technical skills & experience
Experience using modern support ticketing systems (HubSpot or Intercom are preferred).
A strong track record of supporting customers, resolving their questions (some of which can be technical), and helping them get the most value from both our Class Manager and Stage Stubs platforms.

Why join us?
We are a growing team that values shipping great work over sitting in endless meetings. We offer a clear growth path with opportunities to take ownership of support functions, transition into senior roles, or branch deeper into product/technical pathways. You'll work closely with a talented engineering team that listens to customer feedback to improve the product.

Next steps
Please send across an up-to-date CV and covering letter. Also, to help us get to know you, your communication style, and your technical problem-solving approach, we would love for you to submit a short, 3-minute video.
Please ensure your video covers the following three areas:
Introduction & Logistics (Minute 1): Introduce yourself and tell us why you are excited to support small businesses using Class Manager and Stage Stubs. Please also confirm that you are comfortable working remotely and state your preference between our two shifts that we are offering: Monday–Friday UK shift options (08:00–16:30 UK time OR 15:00–23:30 UK time).
Your Tech & Support Experience (Minute 2): We don't use rigid scripts. Tell us about your experience using modern ticketing tools (like Intercom or HubSpot) and give us a quick example of a time you loved digging into a technical problem to figure out why something wasn't working.
Communication & Growth (Minute 3): Part of this role involves writing helpful FAQs/guides and engaging with users on Facebook groups. Briefly share why you excel at simple, user-friendly communication and what excites you about growing with our team.
Technical Tips:
Please ensure you are in a quiet room with a clear background and good audio quality (as you will be handling phone support).
Don't worry about professional editing - a webcam or phone video is perfect!