Support Specialist

• Build relationships with clients through onboarding sessions, 30-day check-ins, and recurring follow-ups
• Advocate for assistants through coaching, feedback sessions, and escalation to internal leadership
• Triage 50+ tickets daily while maintaining a first-response time under 4 hours
• Identify churn risk and initiate win-back conversations
• Document client and assistant interactions in HubSpot
• Partner with Operations, Finance, and Engineering on complex issues
• Complete a 4-week training program covering product and skills shadowing, live-call listening, live tickets, and supervised onboarding
• Report to Andrea Santisteban

• 3+ years of client-facing customer support, account management, or retention experience, ideally with US clients
• Proven experience managing high-volume support: 30+ tickets daily and multiple active cases at once
• Fluent written and verbal English
• Reliable night-shift availability from 10 PM–7 AM PHT, with a history of night-shift work
• Proficiency with CRM tools; HubSpot preferred
• Proactive and solution-oriented approach
• No absences during the 4-week training program, except documented medical emergencies
• 80%+ required on daily assessments and mock calls to continue training
• Ability to handle 50+ tickets and 20 active cases
• Written case study, mock feedback call, and interview stages required in the application process

• Gross package ₱32,000–₱38,000/month
• Total potential ₱38,000–₱40,000/month
• Full training program included
• Fully remote work
• Dynamic, friendly conversations
• Zero politics and no hierarchy standing in your way
• Access to colleagues across teams
• Work at a Y Combinator- and Sequoia-backed company
• Night shift schedule: 10 PM–7 AM PHT