B2C Customer Support Specialist (WFH)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our Client operates in the digital advertising space, offering businesses a platform to connect with their target audiences through hyper-targeted advertisements. Their system utilizes machine learning and optimization technology to improve the efficiency of ad delivery. For publishers, our Client provides high-performing ads to maximize revenue generation from web traffic. The company’s goal is to improve return on investment (ROI) for advertisers while simultaneously enhancing monetization opportunities for publishers.

About the Role

We’re seeking an experienced Customer Support Specialist with native-level English skills to provide exceptional service to our USA-based customers. You will handle user inquiries with clarity, professionalism, and empathy, ensuring every interaction builds trust and satisfaction.

This role demands excellent written communication, quick problem-solving skills, and the ability to address concerns related to account access, gift card delivery, platform navigation, and technical issues.

What you’ll do

Customer Communication

• Respond to user inquiries via email with clear, concise, and fluent English tailored to USA-based customers.

• Address issues such as gift card delays, account access concerns, or technical queries while maintaining a friendly and professional tone.

• Use pre-approved templates but customize responses to align with the user’s specific issue, ensuring a personalized experience.

Problem-Solving and Issue Resolution

• Investigate user concerns accurately, ensuring timely and clear updates.

• Collaborate with internal teams to escalate technical issues and resolve them efficiently.

• Provide updates on gift card processing delays due to reviews by the Fair Use Compliance Team when applicable.

Tracking and Reporting

• Maintain detailed and organized logs of support tickets, resolutions, and escalations using tools like ClickUp or similar platforms.

• Identify patterns or recurring issues and flag them to the relevant teams for further action.

Trust and Compliance

• Uphold SideHustle’s values by ensuring users understand our platform’s policies around fairness and security.

• Recognize and escalate any suspicious or non-compliant activities.

Requirements

What You Bring

• English Proficiency: Near native-level written English skills (100% error-free) with the ability to engage USA-based customers clearly and professionally.

• Experience: Minimum of 3-4 years in customer support, preferably for a B2C platform or rewards-based service.

• Technical Skills:

  • Proficiency in email support platforms (e.g., Zendesk, Freshdesk, or Help Scout).

  • Familiarity with ticketing tools like ClickUp, or similar.

• Problem-Solving: Ability to troubleshoot effectively, gather necessary details, and ensure user concerns are resolved quickly.

• Availability: Must be available to respond to user inquiries within 24 hours, aligned to USA time zones.

• Preferred Qualifications

  • Experience working with USA-based loyalty, rewards, or gamification platforms.

  • Previous work in compliance-related customer support roles.