Job description
SupportNinja is seeking a motivated Remote Customer Service Representative to join our growing team in the Philippines. This full-time, remote position is ideal for someone who thrives in a fast-paced support environment and enjoys helping customers solve problems with clarity and care. As a Freshdesk specialist with Vonage experience, you will deliver world-class service to riders and general customers while enjoying the flexibility of a Mon-Fri night shift.
If you’re fluent in English at a C1 level and passionate about customer care, you’ll fit right in. You will manage tickets in Freshdesk, troubleshoot issues, and coordinate with cross-functional teams to ensure timely, accurate resolutions. If you love motorcycles or are part of the rider community, you’ll appreciate connecting with enthusiasts and translating technical information into friendly, accessible support.
What you’ll do:
- Respond to customer inquiries via Freshdesk promptly and professionally, ensuring quality and timely resolutions.
- Troubleshoot technical issues and coordinate escalation to appropriate teams when needed.
- Maintain accurate ticket records and monitor progress against SLAs.
- Assist customers with onboarding, setup, and feature usage within Freshdesk and Vonage integrations.
- Collaborate with Sales, Billing, and Engineering to ensure a seamless customer experience.
- Document solutions and contribute to the knowledge base to empower self-service for customers.
- Identify trends from tickets and provide actionable feedback to drive process improvements.
Benefits include Day 1 Health Insurance, retirement match, competitive salary, remote-friendly environment, and opportunities for growth within a global team.
Responsibility
- Respond to customer inquiries via Freshdesk promptly and professionally, ensuring quality and timely resolutions.
- Troubleshoot product or service issues and escalate to the appropriate teams when needed.
- Maintain accurate ticket records and monitor progress against SLAs.
- Assist customers with onboarding, setup, and feature usage within Freshdesk and Vonage integrations.
- Collaborate with Sales, Billing, and Engineering to ensure a seamless customer experience.
- Document solutions and contribute to the knowledge base to empower self-service for customers.
- Identify trends from tickets and provide actionable feedback to drive process improvements.
Qualification
- English proficiency at C1 level (written and spoken).
- Hands-on experience with Freshdesk and Vonage or similar CRM/communication platforms.
- Proven customer service experience in a remote or distributed team environment.
- Excellent communication, problem-solving, and empathy-driven approach.
- Ability to work night shift Mon-Fri from Metro Manila with a reliable home office setup.
- Strong typing speed and data-entry accuracy; detail-oriented and organized.
- Team player with the ability to work independently and manage multiple tickets simultaneously.
- Passion for motorcycles or involvement in rider communities is a plus.