Customer Service Representative (Remote - Philippines)

Customer Success / Operations - Reports to: Operations Manager & Media Buying Team Lead

bout Big Daddy Leads

Big Daddy Leads is a digital advertising and marketing firm specializing in life insurance lead generation and AI-driven campaign automation. We work with U.S.-based insurance brokers, agencies, and marketing firms to deliver high-quality leads through omnichannel ad campaigns.

We’re expanding our customer success team and looking for a Filipino Virtual Assistant (Customer Service Representative) who can serve as the bridge between our clients and internal media buying team — ensuring every concern is addressed promptly, professionally, and backed by accurate information.
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Role Overview

As a Customer Service Representative, your main mission is to manage client communication and complaints through Slack, email, and our CRM system, ensuring smooth coordination between clients and media buyers. You’ll leverage our internal knowledge base, custom GPTs, and AI tools to resolve customer concerns, document feedback, and ensure client satisfaction.

You are the frontline representative of Big Daddy Leads — professional, empathetic, and solutions-oriented.
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Key Responsibilities
• Serve as the primary point of contact for client questions, concerns, and complaints via Slack, email, or chat.
• Use company GPT assistants (trained AI chat models) and the Big Daddy Leads Knowledge Base to research and resolve client issues accurately.
• Escalate complex issues to media buyers or management when necessary, maintaining clear documentation and context.
• Track, log, and manage all client communications in our CRM (GoHighLevel).
• Collaborate with media buyers and ad ops to relay feedback, performance notes, and client updates.
• Create and update FAQ or internal notes when recurring issues arise.
• Maintain professional and timely communication during U.S. business hours (some flexibility allowed).
• Participate in internal Slack channels for project management and status tracking.
• Support the development of internal SOPs for customer service and project handoffs.
Qualifications
• Experience: 1–3 years as a customer service representative or virtual assistant (preferably for a marketing, SaaS, or advertising company).
• Communication Skills: Excellent English written and verbal communication.
• Technical Skills:
• Familiarity with Slack, GoHighLevel, Google Workspace, and ClickUp (or similar PM tools).
• Comfortable using AI tools like ChatGPT or custom GPTs for task support.
• Mindset: Problem-solving, patient, proactive, detail-oriented, and emotionally intelligent.
• Work Setup: Reliable internet, quiet workspace, and backup power/internet solutions.

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Preferred Skills (Nice to Have)
• Background in digital marketing, lead generation, or insurance campaigns.
• Experience handling U.S. clients.
• Familiarity with ticketing or CRM systems like Zendesk, Freshdesk, or HubSpot.
• Prior exposure to AI or automation tools.

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Compensation & Benefits
• Competitive salary (PHP-based, depending on experience)
• Performance bonuses for maintaining client satisfaction scores
• Long-term career growth opportunities
• Ongoing training in AI tools, marketing systems, and automation workflows
• Supportive international team culture

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Work Schedule
• Full-Time: 40 hours/week
• Flexible shifts overlapping with U.S. Eastern Time (EST) preferred
• Remote / Work-from-home