Customer Support Representative | Hybrid - Remote Eligible

Customer Service Specialist

ZigZag is looking for a Customer Service Specialist to join our team!

Start date is in February! Work from home + Onsite Training With Allowances!

What They're Offering:

• PHP 25,000 - PHP 30,000 basic pay per month
• Company-provided laptop
• One-time PHP 10,000 remote allowance
• 15 days of paid holidays
• 15 days of sick leave
• Birthday leave
• HMO on Day 1 + 1 free dependent
• Night Differential pay, as applicable
• Night allowance or Weekend allowance, as applicable
• Internet allowance
• Coffee allowance
• Wellness Allowance
• Fun Budget to celebrate events
• Working with an awesome team :)

About Our Client:

Our client builds shipping that is good for the world. They help small businesses thrive by making parcel delivery simple, reliable, and affordable. They're a B Corp and the first 100% carbon-neutral delivery service in Australia, Canada, and the United States, where they harness major courier networks to create a delivery service that levels the playing field for small businesses.

They envision a world where small businesses can compete on a level playing field with the big team. Our client is a fast-growing business with bold ambitions and big dreams.

In the last few years, they've made huge strides towards their goal of becoming the largest SMB eCommerce courier in the world, moving from a single-country operation in Australia to a successful launch and operation in the US and Canada. They've also launched major partnerships with Vestiaire Collective, eBay, Shopify, and Etsy too!

But most importantly, they're a bunch of good people doing good work. Wanna join us?

What You'll Need:

Our client is looking for a Customer Service Specialist who thrive in a fast-paced environment where every day brings new challenges to solve and opportunities to learn. This role isn't just about answering inquiries—it's about owning the customer experience, collaborating with your team, and making a meaningful impact. You'll go the extra mile to build our customers' trust and create positive experiences.

You'll need to embrace change with an open mind and an eagerness to learn. Whether through training, upskilling, or adapting to new processes, you'll be constantly growing professionally.

Collaboration is at the heart of this role. You're not afraid to get into the weeds, find solutions, and persist until things are resolved. You'll need to be resourceful because what you do impacts your customers and your team. You'll share ideas, listen to others, and embrace feedback because they all work together to create something unique.

You're also bold to share ideas, or suggest better ways of doing things. You care about the details and have a knack for finding ways to improve and make things smoother for everyone involved. You will be part of our client's Customer Service team, where you'll be creative and have the opportunity to leave your own mark in a customer-focused business.

To be successful in this role, you'll need the following qualities:

• Genuine desire to deliver the highest possible level of service to our customers.
• Ability to work with a team on shifting schedules to provide 24/7 service to customers globally, including working on holidays, weekends, and various shifts (morning, mid-day, and night) depending on business needs.
• Ability to handle escalations via chat, email, voice, and other support channels.
• Flexibility to thrive in a hybrid work environment.
• Willingness to undergo training to cater to different customer groups.
• Excellent written and spoken English — you need to be able to talk to Executive and C-level customers.
• Grit, perseverance, and resilience in handling sticky situations and customer interactions.
• A self-starter personality — you can work with minimal supervision and take initiative when needed.
• Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively.
• Very comfortable with technology and digitally savvy
• Sound judgment and having the autonomy to make decisions while knowing when to consult with leaders or experts.

What You'll Do:

• Connect with their customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success.
• Turn around sticky situations into favorable resolutions that encourage other customers to continually partner with them for their delivery needs.
• Develop a thorough understanding of our client's delivery services in the context of various geographical regions where they operate.
• Be the first point of escalations via chat, email, voice, and other support channels.
• Share feedback and suggestions to enhance processes and documentation to support their customers effectively.
• Assist teammates through collaborative peer-to-peer learning sessions.
• Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support their customers better.

What Matters to Us:

• Humble - They put others first. They embrace and seek feedback from others.
• Honest - They speak gently but frankly. They take ownership of their mistakes and speak the truth.
• Happy - They enjoy the journey. They are optimistic and find opportunities in all things.
• Hungry - They aspire to make a difference. They aim high, step out of their comfort zones, and tackle the hard problems.
• High-Performing - They relentlessly deliver. They know the goal and work fearlessly towards it.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.