CX Support Agent - Level 1
About this role
CX Support Agent - Level 1
Join a growing SaaS support team helping mission-driven organizations get more value from the software they use every day.
This is a remote, Philippines-based Level 1 customer support role for a software company serving nonprofits, hospitals, governments, and other volunteer-powered organizations. You will be the first human support layer after AI-assisted triage, helping customers resolve practical software questions through chat, email, phone, and screen-sharing support.
The best fit is patient, detail-oriented, fluent in professional English, comfortable learning new software quickly, and energized by helping users who may not be deeply technical.
What You Will Do
• Monitor and manage Level 1 support requests during your assigned coverage hours. • Respond to customer questions through chat, email, phone, and screen-sharing sessions. • Troubleshoot software, account, workflow, and usage-related questions. • Help customers understand how to use the product in clear, simple language. • Escalate complex issues to Level 2, product, data, or technical teams when needed. • Process account changes, upgrades, downgrades, and general company inquiries when assigned. • Maintain clear, empathetic, and accurate written communication. • Stay engaged during the shift and contribute to team check-ins, handoffs, and support coverage.
What We Are Looking For
• Full professional English fluency, both written and verbal. • Prior customer support, help desk, BPO, SaaS, software, or technical support experience. • Strong written communication with excellent grammar, clarity, and attention to detail. • Patience and empathy when supporting users with different levels of technical confidence. • Ability to simplify software questions and explain steps clearly. • Comfort working with support tools such as Intercom, HubSpot, Zendesk, Freshdesk, or similar systems. • Strong organization, time management, follow-through, and prioritization. • Ability to work independently from home while staying active in team communication. • Reliable remote-work setup and stable internet.
Nice To Have
• Experience supporting SaaS or software products. • Experience with Intercom or HubSpot. • Experience supporting nonprofit, volunteer-management, CRM, scheduling, training, communications, or compliance software. • Experience using metrics such as response time, resolution quality, customer satisfaction, ticket volume, or escalation rate. • Prior remote work experience with North American, UK, European, or Australian customers.