Customer Support Representative (Remote, Philippines)

Newsela is looking to hire a Contract Remote a Tier 1 Customer Support Representative to join our Customer Experience Department based out of the Philippines.

Why you’ll love this role:

Customer Engagement & Communication

• As a Tier 1 CSR, you will build meaningful connections by handling customer interactions across chat and email with professionalism and empathy. 
• You’ll be the voice of our brand, making a direct impact on customer satisfaction while honing your communication and problem solving skills. 

Problem Solving & Case Resolution

• In this role, you’ll leverage Salesforce and other internal tools to log, track and resolve customer cases efficiently. You’ll love this because you get to be a detective - analysing issues, identifying solutions, and ensuring customers walk away happy and supported. 

Tech-Savvy Customer Support 

• You will navigate and utilize various support platforms and tools to assist customers effectively and efficiently. If you enjoy learning new systems and using technology to enhance customer experiences, this role will keep you engaged and growing. 

Collaboration & Internal Communication

• As a Tier 1 CSR you will work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences. You’ll love this because you will be part of a dynamic team, sharing insights and collaborating to create the best possible customer experience. 

Why you’re a great fit:

Requirements

• You have 3+ years of customer support, helpdesk, or related experience
• EdTech (Education Technology) experience required for this role 
• You have strong verbal and written communication skills
• You have the ability to troubleshoot and problem solve effectively 
• You have empathy and a customer-first mindset 
• You have strong time management and multitasking skills 
• You have familiarity with supporting educators and schools; or experience in tech support and education technology 
• Techstack: You have experience or can learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA and internal home-grown support tools
• Prior experience with remote customer support or working across multiple time zones
• Experience working for a US based tech company
• Written and verbal English fluency
• Experience working US based hours (PHL night shift)
• Hours: 8 hours a day Monday - Friday between 8:00am - 8:00pm (Eastern Standard Time - US) / Monday 8:00pm - Saturday 8:00am (Philippines Standard Time) - We are flexible on start time as long as you can do 8 hours a day between these times. Please note that interviews will take place between these times as well. 
• Candidates must have access to and be willing to use their personal computer or laptop for this role. The device can be a Mac (Apple) or PC product.

Preferred (but not required): 

• Associate or Bachelor’s degree in related field is preferred but not required
• Experience in EdTech, SaaS, or other fast paced tech environment
• Familiarity with Clever, Google Classroom and other LMS integrations

KPIs for Success

• First Response Time (FRT) 
• Quality Monitoring (QM) 
• Customer Satisfaction Score (CSAT) 
• Average Case Handle Time (AHT)
• Escalation rate 

Please note that given the nature of the contract, this role will not be eligible to participate in company-sponsored benefits.