POOLING - Customer Support Smart Staff Job at HelpFlow, Philippines

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  • HelpFlow
  • Philippines

Job Description

Position Customer Support Smart Staff

Working Hours:  US Business Hours

Hiring Company:  We are a 10 year old remote staffing business with a fully remote team of 100+ employees. We started as a customer service agency, but have leveraged our client experience and technical acumen to become the industry's first AI empowered (human) virtual assistant service.

About the Role:

We are hiring a Customer Support Smart Staff (VA) to assist with handling customer inquiries, resolving issues, and ensuring a positive customer experience. This role requires someone with excellent communication skills, a problem-solving mindset, and the ability to manage customer interactions across different channels. If you have experience in customer service and remote support, we’d love to hear from you!

Key Responsibilities:

Customer Support (50%)

  • Respond to customer inquiries via email, chat, and phone
  • Handle order processing, cancellations, and refunds
  • Assist customers with troubleshooting and provide accurate information
  • Manage support tickets and ensure timely resolutions
  • Follow up with customers to ensure satisfaction and resolve pending concerns
  • Document customer interactions and update CRM systems

General Operations Assistance (50%)

  • Maintain and update customer support documentation (FAQs, templates, SOPs)

  • Track common customer issues and suggest process improvements

  • Monitor customer feedback and escalate recurring problems

  • Support the internal team with administrative customer-related tasks

  • Assist with basic reporting on customer support metrics

Requirements

Qualifications:

  • 1+ years of experience in customer support, call center, or virtual assistance

  • At least 1 year of remote work experience

  • Excellent English communication skills (written and verbal)

  • Strong problem-solving skills and ability to handle customer concerns professionally

  • Experience with CRM and helpdesk tools (e.g., Zendesk, Freshdesk, Gorgias, HubSpot)

  • Ability to manage multiple support channels (email, chat, phone)

  • Strong general business support skills, including:

    • Administrative assistance
    • Calendar and schedule management
    • Email and inbox handling
    • Basic documentation and reporting
  • Detail-oriented with strong organizational skills

  • Tech-savvy and quick to adapt to new tools and platforms

  • Familiarity with tools like ChatGPT, Claude AI, Gemini, Notion AI, Canva AI, etc. (preferred but not required)

Nice-to-Have Skills:

  • Experience with e-commerce customer support (Shopify, Amazon, etc)
  • Familiarity with AI-powered customer service tools
  • Knowledge of basic dispute resolution and refund policies

Technical Requirements:

  • Stable high-speed internet with backup

  • Computer (laptop or desktop) with recommended quad-core CPU 2.5GHz+, RAM 8GB+, and dual monitor

  • Headset, mic, and webcam for meetings

  • Dedicated and distraction-free workspace

Benefits

What we offer: 

  1. Salary rate is up to $6/hr based on experience

  2. Pandemic-proof job

  3. Since you will be working from home, you get to save a lot of time and money.

  4. Company & team events - Virtual and Offline

  5. Tenure Based Benefits

  6. HMO coverage up to $50/Month

  7. Paid Time Offs

What we don't offer: 

  1. All government-mandated benefits (SSS, PAGIBIG, PHILHEALTH). Our team pays them voluntarily.
  2. Company Equipment - You must already have or buy or upgrade your current one to meet our minimum requirements.

Notes: 

  1. _ For the best application experience, we recommend using MS Edge _as your browser. This ensures optimal performance and minimizes any potential submission issues.
  2. Select any of the locations listed below. We're a fully remote company, so selecting any location from the list doesn't affect your application. 
  3. _ Be sure to monitor your email's "Spam / Junk folder" so you do not miss any emails from us. _
  4. _ Please provide an active __ mobile phone # (any Network, must have Viber _ but not a landline #) so we can contact you via text or call if needed. 

Job Tags

Work experience placement,

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