customer Support & Live Chat Specialist (Remote – Philippines)

About us

We are a subscription-based digital platform that helps users manage access to online media, with secure billing, automated reminders, and multi-device support. We’re expanding our PH team for world-class, friendly customer care.


What You’ll Do


Handle live chat on our websites and Telegram inquiries (pre-sales & support)
Triage and resolve account issues: logins, device setup, renewals, billing questions
Follow step-by-step troubleshooting guides for popular TV/mobile apps
Create and send account credentials using our templates/CRM after payment confirmation
Escalate bugs/feature requests to the tech team; track tickets to resolution
Prepare quick how-to screenshots and mini guides for FAQs
Keep accurate case notes, tags, and outcomes in our helpdesk



Tools You’ll Use


---------- , Telegram/ Email tool, Notion, basic CRM/helpdesk.


Must-Have Qualifications


1+ year customer support or chat support experience (BPO or SaaS preferred)
Excellent written English;
Tech-savvy: comfortable guiding users through app installs & settings
Stable home internet (at least 25 Mbps), noise-free workspace
Can work assigned shifts and respond quickly during peak hours



Nice to Have


Familiarity with TV/streaming apps (e.g., TiviMate, Smarters, XCIPTV, OTT apps)
Experience with email automations
Basic Canva skills for simple tutorial images



KPIs / Success Metrics


First response time (live chat & Telegram)
Resolution rate & CSAT
Accuracy of account delivery & documentation
SLA compliance for escalations



Benefits


Competitive PH compensation
Paid PH holidays (as scheduled)
Internet allowance after probation
Clear playbooks, training, and growth path to Senior Support/Team Lead



How to Apply


Send the following to ---------- and ---------- with subject “PH Support – Your Name”:

Updated CV (PDF)
3–5 sentence cover note about your chat support experience
Internet speed test screenshot + preferred shift
(Optional) A short Loom or voice note introducing yourself (?1 minute)


Application deadline: ----------