Job description
Private Advertiser is seeking a proactive, data-driven Customer Support Analyst to join our team remotely from the Philippines. In this role, you will be the frontline liaison between customers and our product teams, delivering timely, accurate support while identifying trends that drive improvements. You thrive in a dynamic, fast-paced environment and bring outstanding communication, analytical skills, and a customer first mindset.
Your work will contribute to higher satisfaction, faster problem resolution, and smarter product decisions. You will analyze ticket data, monitor key metrics, and help shape self service resources. This is a contract position with potential for extension for the right candidate. You will collaborate across teams to ensure customer issues are resolved efficiently and feedback is captured to prevent recurring problems.
We offer a remote, supportive culture with clear SLAs, ongoing training, and opportunities to develop your skills in customer success, data analysis, and cross functional collaboration. If you are a motivated problem solver who enjoys translating customer feedback into tangible outcomes, we want to hear from you.
Responsibility
- Manage customer inquiries via email, chat, and phone with a focus on first contact resolution and quality service.
- Analyze ticket trends, root causes, and customer feedback to identify recurring issues and improvement opportunities, then share insights with product and operations teams.
- Maintain accurate customer data in the CRM, ensuring data integrity, privacy, and timely updates.
- Collaborate with product, engineering, and support teams to triage issues, reproduce problems, and track resolutions to closure.
- Monitor and enforce SLAs and quality standards, producing regular performance reports and escalating blockers when needed.
- Contribute to the knowledge base by creating and updating articles, FAQs, and self service resources for customers and agents.
- Participate in ongoing training and knowledge sharing; mentor teammates as appropriate and promote a culture of continuous improvement.
- Communicate clearly with customers, translating technical details into accessible explanations and ensuring a positive experience.
Qualification
- 1-3 years of experience in customer support, help desk, or analyst roles; bachelor's degree preferred but not required.
- Excellent written and spoken English with professional communication skills.
- Strong data literacy and ability to analyze metrics using Excel or Google Sheets.
- Experience with CRM tools such as Zendesk, Freshdesk, or Salesforce; familiarity with data privacy and security practices.
- Ability to work effectively in a remote, self-guided environment; strong time management and reliability.
- Problem-solving mindset, attention to detail, and ability to multitask in a fast paced setting.
- Technical aptitude with the ability to understand products and translate technical concepts for non technical audiences.
- Team player with a customer-first mindset and willingness to collaborate across functions.