Customer Support Assistant - Remote Eligible

Customer Support Assistant

GrowthAssistant is looking for a Customer Support Assistant for one of our clients in the US. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This is an excellent opportunity for someone who wants to work with a well-known brand and continue learning and growing during their career. The Benefits:

• Work From Home
• Attendance, Performance, and Referral Bonuses
• Paid Holidays and Time Offs
• Health Insurance Card
• Salary range: Php 55,000 - 70,000 per month

Core Tasks:

• Handle inbound customer calls via Zendesk and other client systems
• Manage and respond to support emails in a timely and professional manner
• Respond to customer inquiries using client-provided templates, scripts, and SOPs
• Provide accurate information regarding products and services across phone, email, chat, and text channels
• Log, track, and update customer interactions in Zendesk and other designated platforms
• Escalate Tier 2 inquiries when issues require additional review or when internal resources do not present a clear, decisive answer
• Ensure all tickets and calls are handled within established SLAs
• Track trends in customer concerns and recurring issues
• Develop and maintain FAQ documentation to proactively address common customer questions
• Maintain clear, professional communication aligned with brand guidelines

Must-Have:

• 2+ years of experience with a CX platform (Zendesk) is a must-have - Customer Service/tickets
• Strong verbal and written communication skills (fun, casual written comms environment!)
• Experience with Slack and G Suite

Nice-to-Have:

• Experience with Asana or other project management tool
• Experience with loan products or other fintech companies

Grow-Into:

• Offer basic insights to improve efficiency or effectiveness of most common troubleshoots and course feedback
• Ad hoc tasks as delegated and trained by client
• Document and save processes to support the creation of playbooks and other tools, resources that will improve the efficiency and effectiveness of future onboarding processes

Jumpstart your application by filling out our application form! We are looking for someone who wants to grow as part of a team. Ideal candidates desire to learn and grow and take on more responsibilities along the way.