Customer Support Representative

Customer Support Representative

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Philippines Team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.

Position Overview:

The Customer Support Representative provides frontline support through email and chat channels, assisting customers with inquiries, resolving issues, and delivering accurate information about products and services. This role emphasizes clear written communication, empathy, and efficiency to ensure customer satisfaction and maintain positive relationships. CSRs document interactions, follow standard procedures, and escalate complex concerns when needed.

Primary Responsibilities:

• Answer customer questions clearly and accurately.
• Follow policies and SOPs precisely.
• Document interactions thoroughly.
• Navigate multiple tools.
• Adapt quickly to changes in products, processes, and workflow.
• Maintain brand-aligned communication at all times.
• Never make medical claims under any circumstances.
• Juggle multiple tools and tasks without losing accuracy.

Qualifications:

• Preferred experience with e-commerce and customer support platforms, including Shopify, Intercom, Gorgias, and Redo
• Strong written communication skills
• Have a true ownership mindset.
• Can handle multiple cases daily.
• Must be able to follow strict language guidelines (no medical claims, no implications, no advice)
• Must be self-sufficient, detail-oriented, proactive, and resourceful.
• Must be a strong problem-solver.
• Ability to be patient, express empathy, and concern.
• Independent thinker; able to make meaningful decisions based on each situation without constant direction.
• Are fast learners who adapt to tool changes and product line updates.
• Must be comfortable in a fast-paced environment where processes evolve quickly.
• Are well-rounded, curious, growth-oriented, and always seeking to improve.
• Strong work ethic, highly motivated, upbeat personality, team player.
• Reliable attendance history.
• Availability to work on a flexible schedule, which includes evenings and weekends.