Customer Service Representative
Teamified
Customer Support Manager
Catena
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and mentor Customer Support Representatives, providing guidance on communication quality, tone, and escalation handling.
- Personally manage complex client inquiries and high-sensitivity issues, ensuring quick and effective resolution.
- Maintain white-glove communication standards when dealing with law firm clients and their teams.
- Oversee team coverage across time zones, ensuring smooth shift transitions and consistent service delivery.
- Manage day-to-day Zendesk operations, ensuring tickets, chats, and calls are handled within SLAs.
- Develop, refine, and document SOPs for ticket handling, QA, and escalation protocols.
- Create and track support metrics dashboards (CSAT, FRT, Resolution Time, Escalations).
- Analyze recurring issues to identify product or process improvements and collaborate with Product and Tech teams.
- Maintain and grow internal and client-facing knowledge base documentation.
- Conduct weekly reviews with the support team to assess quality, tone, and efficiency.
- Identify automation and workflow optimization opportunities.
- Present regular reports on customer satisfaction and team performance to leadership.
- Support product testing and QA for new feature releases to ensure seamless client experience.
Requirements
- 6+ years of experience in customer support or client service management, ideally in SaaS, tech, or legal-tech environments.
- Experience managing a small-to-mid support team (3–5 members) across multiple time zones.
- Exceptional written and verbal English communication — clear, professional, and client-facing polish.
- Hands-on proficiency with Zendesk or similar ticketing platforms.
- Strong organizational and problem-solving skills with attention to accuracy and detail.
- Ability to stay calm and professional under pressure when managing demanding clients.
- Comfortable working closely with leadership and cross-functional teams (Product, Legal Ops, Engineering).
- Background in legal operations or paralegal work.
- Experience in early-stage or scaling startup environments.
- Familiarity with support QA programs or customer success frameworks.
- Experience designing or maintaining knowledge bases or internal documentation systems.
Benefits
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Generous PTO: Ample paid time off to rest and recharge
- Direct Mentorship: Grow through guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Work and connect with professionals around the world
- Work-Life Balance: Flexible hours that support a healthy work-life balance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support managementSOP developmentsupport metrics analysisticket handlingQA protocolsworkflow optimizationproduct testingknowledge base maintenanceZendeskclient service management
Soft skills
leadershipmentoringcommunicationproblem-solvingorganizational skillsattention to detailcalm under pressurecollaborationprofessionalismclient-facing skills
