Handoff

Support Representative

Handoff

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇭 Philippines

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Job Level

JuniorMid-Level

About the role

  • Manage all inbound support communications via Intercom and email
  • Provide prompt, clear, and helpful responses that build trust with users
  • Follow up on failed payments, subscription cancellations, and billing questions
  • Proactively reach out to at-risk users to encourage platform engagement
  • Escalate bugs and usability issues to the product and engineering teams
  • Maintain and improve internal knowledge bases and help center articles
  • Track key support metrics (e.g., response time, CSAT) and share insights
  • Collaborate closely with cross-functional teams to improve user experience
  • Help onboard new users as needed through training or product walkthroughs
  • Document and suggest improvements to support workflows and tooling

Requirements

  • 2–4 years in a customer support or customer success role, preferably in SaaS
  • Excellent written and verbal English communication (neutral, US-style tone)
  • Strong judgment and problem-solving skills—you know when to go deep vs. escalate
  • Prior experience with tools like Intercom, Zendesk, or HubSpot
  • Empathetic and calm under pressure; comfortable communicating with contractors
  • Highly organized and self-motivated, especially in a remote environment
  • Not a technical support engineer—you lead with clarity, not code
  • Bonus: Experience writing or managing internal knowledge base content
Benefits
  • Get paid in USD and take advantage of unlimited paid time off (PTO).
  • Be part of a high-growth startup shaping the future of remodeling and construction.
  • Work with a passionate, global team of experts from leading tech companies.
  • Help build a company that values innovation, creativity, and efficiency.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
excellent written communicationexcellent verbal communicationstrong judgmentproblem-solving skillsempatheticcalm under pressurehighly organizedself-motivated