[Hiring] Customer Support Agent @Celeste

Role Description

As a Customer Support Agent, you'll play a crucial role in providing high-quality customer service and assistance to the users of our B2B AI-powered supply chain platform. You'll serve as the primary point of contact for users, diagnosing and resolving issues, maintaining SLAs, and ensuring an outstanding experience across our customer base.

Location: 100% Remote (Philippines-based)

Schedule: Full-time, 40 hours/week, UK business hours (GMT)

Role Type: Independent Contractor

Rate: Approximately Php400 - Php465/hour (depending on experience)

What you'll do

• This is a high-impact, customer-facing role where you will manage inbound queries, diagnose technical issues, and escalate complex problems to second-line support.
• Customer Support & Ticket Management
  • Respond promptly and professionally to user queries via email, chat, or phone, ensuring a consistently high level of customer satisfaction.
  • Diagnose and resolve technical issues swiftly and accurately, minimizing operational impact on the user's business.
  • Log, track, and manage all user requests in our ticketing system (HubSpot) to maintain clean records from intake to resolution.
  • Escalate complex or 2nd-line issues smoothly, maintaining clear communication and ownership through to resolution.
• SLA Monitoring & Operations
  • Monitor active support tickets continuously, flagging SLA risks early and managing escalations proactively.
  • Generate regular support performance reports, analyzing resolution metrics against agreed SLA benchmarks.
  • Assist during support quiet periods with operational tasks, including QA testing of platform updates and knowledge base creation.
• Feedback & Platform Improvement
  • Gather user feedback and observe recurring trends to provide actionable suggestions to product and engineering teams.
  • Collaborate across cross-functional teams to feed customer and market knowledge directly into our quarterly product roadmap.
  • Continuously refine customer service processes and workflows for better efficiency, responsiveness, and service quality.
• Communication & Empathy:
  • Convey technical concepts clearly to non-technical users with high empathy, adjusting tone to match customer context and mood.
  • Stay calm under pressure, managing multiple incoming queries systematically without compromising quality.

Qualifications

• Legally eligible to work in the Philippines as an Independent Contractor
• Strong fluency in written and verbal English with exceptional grammar and communication skills
• Your own laptop/computer and secure, high-speed internet access
• 2+ years in a Customer Support Agent role (or similar B2B tech customer-facing role)
• Proficient with ticketing platforms (ideally HubSpot) and communication tools like Slack, Notion, and email
• Excellent problem-solving abilities, high empathy, and strong attention to detail
• Proven capability to manage multiple tasks under pressure while maintaining process focus

Bonus points

• Experience in a similar customer support role at a fast-paced B2B SaaS startup
• Basic understanding of logistics, supply chain management, or data workflows