Customer Service Representative - philippinesOpsArmy

Customer Service Representative (CSR) Full-Time, Remote (EST)Apply here:Were looking for a proactive and empathetic Customer Service Representative (CSR) to join our team and support our self-serve product launch. In this critical role, you'll be the front line of our customer experience, helping users troubleshoot issues, navigate our product, and find solutions all while contributing to system improvements and documentation.What You'll Do:
Monitor and respond to customer inquiries via shared Slack channels, support email, and ticketing systems (e.g., Pylon, Intercom, or similar tools) within SLA times.
Collaborate with AI support bots and escalate complex or sensitive cases for human review.
Maintain clear, professional, and empathetic communication with users across multiple regions.
Identify gaps in our knowledge base and contribute to internal documentation.
Assist with onboarding flows, field first-time user questions, and guide new customers through setup.
Coordinate with the core team during onboarding, preparing for potential night coverage shifts.
What Were Looking For:
Prior experience in customer support, preferably within a software company.
Strong written English skills with clarity, empathy, and professionalism.
Comfortable using tools like Slack, Intercom, Linear, Pylon, or similar ticketing/automation systems.
Experience with startup or fast-growth SaaS products is highly preferred.
Ability to thrive in a fast-paced, ambiguous environment with a startup-level work ethic.
Tools You'll Use:
Slack
Pylon
Jira
Linear
Details:
Schedule: Full-time, EST hours
Location: Fully remote
This role is vital to our self-serve launch and offers the chance to shape the customer experience from the ground up. If you're detail-oriented, adaptable, and passionate about helping customers succeed, wed love to hear from you!Apply here:
OpsArmy

Davao City
Permanent
Full-time