Customer Support & Sales Specialist (EdTech SaaS | Night Shift | Remote)

???? Job Description

A fast-growing U.S.-based EdTech SaaS company is hiring a Customer Support & Sales Specialist to join our remote team.

Your main responsibility will be to provide excellent live customer support to teachers and students using our online classroom platform — helping them troubleshoot issues, access their classrooms, and ensuring every user leaves fully satisfied.

During quieter hours, you’ll take an active role in finding and qualifying new leads for potential B2B partnerships with tutoring centers, online schools, and independent educators.

We’re looking for someone who uses their entire shift productively — ensuring every customer receives exceptional service while consistently delivering high-quality leads that help the company grow.
You should have proven experience finding leads on your own and a strong sense of ownership over your performance.

???? Customer Support (Main Role)

Provide real-time chat support, replying to users within 1 minute during active shifts.

Troubleshoot and resolve customer or technical issues independently.

Join classrooms when needed to observe or assist users during sessions.

Reproduce, log, and report bugs to the QA and product teams.

Stay updated on new product features and release improvements.

Ensure all users receive accurate information, clear guidance, and friendly service.

???? Sales & Lead Generation (Secondary Role)

Proactively research and identify new leads, including tutoring centers, online schools, and private educators.

Use independent methods to find and verify accurate contact details for potential clients.

Qualify and categorize leads that fit the company’s ideal customer profile.

Maintain organized lead records and share updates with the internal team.

Suggest improvements to outreach strategy and lead quality.

Ensure all downtime is used to strengthen customer experience or grow the company’s sales pipeline.


Key Skills & Competencies

Ownership mindset: Takes full responsibility for shift productivity, customer satisfaction, and lead quality.

Multitasking: Handles multiple live chats and lead-related tasks efficiently.

Time management: Balances customer support and lead generation effectively.

Communication: Clear, confident, and professional in written and spoken English.

Empathy: Listens and responds to customers calmly and respectfully.

Proactivity: Finds solutions and new opportunities without waiting for direction.


Qualifications

Minimum 2 years of experience in customer support, SaaS support, or a similar role.

Proven experience finding and qualifying leads independently (not from pre-made lists).

Excellent English communication skills (written and spoken).

Strong problem-solving and research ability.

Stable internet (minimum 25 Mbps) with backup internet and backup power (UPS or generator).

Reliable laptop or desktop computer (no tablets or mobile-only setups).

Comfortable working fully remote, with night and weekend shifts aligned to U.S. time zones.


Preferred (Not Required)

Experience in EdTech, SaaS, or online teaching environments.

Familiarity with lead generation, customer nurturing, or QA testing.


Work Details

Type: Full-time, permanent, remote

Schedule: Fixed night and weekend shifts (U.S. time zones)

Hours: 30–40 hours per week

Location: Remote – Philippines only

Compensation: To be discussed based on experience and skills


Why Join Us

Join a mission-driven company transforming online learning for teachers and students worldwide. You’ll play a key role in ensuring customer happiness while helping the company grow through smart, targeted lead generation.

We value initiative, reliability, and results. If you take pride in using your full shift to make customers happy and generate meaningful leads, we’d love to meet you.

NOTE:
To be considered for this position, please submit:

Your updated CV or resume

A short cover letter explaining why you’re a great fit for this role

Answers to these quick questions:

What tools or platforms have you used for customer support or lead generation?

Have you ever found or qualified leads on your own? How did you do it?

Only applications that include all of the above will be reviewed.