Level 1 CX Support Agent (Remote, Philippines)

About the role

A growing SaaS company serves nonprofits, hospitals, governments and other volunteer-powered organizations. It is hiring a remote, Philippines-based Level 1 customer support agent. You will be the first human support layer after AI-assisted triage, helping customers resolve practical software questions through chat, email, phone and screen-sharing. The pay is USD 1,000 to 1,300 per month depending on experience and fit.

Key responsibilities

• Monitor and manage Level 1 support requests during your assigned coverage hours.
• Respond to customer questions through chat, email, phone and screen-sharing sessions.
• Troubleshoot software, account, workflow and usage-related questions.
• Help customers understand how to use the product in clear, simple language.
• Escalate complex issues to Level 2, product, data or technical teams when needed.
• Process account changes, upgrades, downgrades and general company inquiries when assigned.
• Maintain clear, empathetic and accurate written communication.
• Stay engaged during the shift and contribute to team check-ins, handoffs and coverage.

Required profile

• Full professional English fluency, written and verbal.
• Prior customer support, help desk, BPO, SaaS, software or technical support experience.
• Strong written communication with good grammar, clarity and attention to detail.
• Patient and empathetic toward users with different levels of technical confidence.
• Ability to simplify software questions and explain steps clearly.
• Strong organization, time management, follow-through and prioritization.
• Ability to work independently from home while staying active in team communication.
• Reliable remote-work setup and stable internet.

Required skills

• Comfort with support tools such as Intercom, HubSpot, Zendesk or Freshdesk.
• Nice to have: SaaS or software product support experience; Intercom or HubSpot experience; experience with nonprofit, volunteer-management, CRM, scheduling, training, communications or compliance software; experience using metrics such as response time, resolution quality, customer satisfaction, ticket volume or escalation rate; prior remote work with North American, UK, European or Australian customers.

Schedule and application

• Two openings for candidates based in the Philippines, on either the EMEA shift (9:00 AM to 5:00 PM UTC, 5:00 PM to 1:00 AM PHT) or the AMER shift (5:00 PM to 1:00 AM UTC, 1:00 AM to 9:00 AM PHT).
• Contracted hours follow UTC and do not change for daylight saving time.
• Qualified candidates complete a video interview; strong candidates may also take a practical assessment.