Customer Support Specialist – Voice, Email

• Answer US customer emails and tickets during US hours, covering order status, tracking, PO acknowledgements, documents and account questions
• Work with the US 3PL in Houston on stock holds, paperwork, resupply, carrier issues and parcel invoice queries
• Monitor US orders in transit and proactively update customers
• Make outbound calls for callbacks, order queries, delivery updates and quote follow-ups
• Develop regular calls with US trade and distributor accounts over time
• Take US inbound calls once trained
• Handle South Africa and UK afternoon tickets
• Triage overnight Australian tickets and prepare a ranked handover note for the 7am start
• Use AI and company systems to draft replies, find answers, track tasks and flag inaccuracies
• Support US distributors, tank manufacturers and trade customers for an Australian rainwater, gutter protection and plumbing products company

• Philippines-based candidates
• Previous US customer support experience, including voice support; chat-only experience is insufficient
• Excellent written and spoken English
• Strong phone communication and confidence speaking with customers
• Highly organised and self-directed when working independently
• Comfortable working US hours and managing priorities with minimal supervision
• Experience using ticketing systems, business systems and/or AI tools
• Strong attention to detail and ability to produce clear, structured handover notes
• Proactive approach to customer service and follow-through
• Experience with logistics, freight, warehousing or order fulfilment is nice to have
• Experience with building, plumbing, rainwater or related trade products is nice to have
• Experience with Zendesk, Aircall or Microsoft Dynamics 365 Business Central is nice to have
• Experience supporting distributor, wholesale or trade customers is nice to have
• 1–2 minute voice recording introducing yourself and discussing customer support experience
• Example of an AI tool used at work, including how it is used and what it accomplishes
• Disclose any existing ongoing roles or client work
• Reflect this engagement on LinkedIn as “Independent Contractor”

• 100% remote work from home
• Independent Contractor Agreement engagement
• AI tools provided/used in everyday workflow