Customer Support Representative

airSlate

Customer Support Representative assisting users with billing and product inquiries for DocHub. Engage in support tasks across chats and tickets with a focus on customer satisfaction.

Posted 4/30/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Resolve support issues received via the CRM system, handling tickets and chats on subscription and billing, product usage (editing, signing, workflows), and account-related concerns
Manage issue tickets in Jira and partner with Development and QA to resolve them in a timely manner
Conduct product demos and guide users through DocHub's key features and workflows
Identify and assess customer needs to drive satisfaction and successful retention
Build trusted, lasting relationships through open and interactive communication
Handle large volumes of incoming inquiries while balancing speed and quality
Switch between chats and tickets based on volume and priority, working with internal tools, the knowledge base, and predefined processes
Escalate more complex customer scenarios with support from the team lead
Meet personal and team targets aligned with our 24/7 support and retention OKRs
Follow established communication procedures, guidelines, and policies

Requirements

What you’ll need

2+ years of experience as a Support Specialist in an IT company
Fluent English with excellent grammar and writing skills
Strong customer service skills and a passion for helping others
Excellent written and verbal communication, with empathy across chats and tickets
Flexibility and adaptability — including comfort with night shifts and mid-week days off — to support the US market 24/7
A team-oriented mindset and the ability to learn quickly in a changing product environment

Benefits

Comp & perks

Flexible working environment
Competitive compensation
Professional growth and learning
Health and well‑being
Family‑friendly culture
Giving back
Open communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRM systemJiraproduct demosticket managementworkflow managementcustomer retentionissue resolutioncommunication proceduresknowledge base

Soft Skills

customer servicecommunicationempathyflexibilityadaptabilityteam-orientedrelationship buildingproblem-solvingtime management