[Hiring] Customer Support Specialist @Hunt St

Role Description

Looking for Philippines-based candidates for the role of US Customer Support Specialist (voice + email), working US hours.

• Compensation range: $1,900 USD - $2,400 USD / Monthly
• Engagement type: Independent Contractor Agreement
• Work Schedule: Full time · Night shift on US hours (about 9pm–6am Manila, adjusted for US daylight saving)
• The first 2–4 weeks are on the Australian day shift for training, then transition to US hours.

Be the voice of a growing Australian brand for its US customers, and work with AI every day. You will be the dedicated point of contact for our growing US customer base, supporting US distributors, tank manufacturers, and trade customers.

This is a hands-on customer support role combining voice, email, order coordination, and logistics follow-through. You’ll also work closely with a US-based warehouse partner and use AI tools daily to help you work efficiently and accurately.

Key Responsibilities

• Answer US customer emails and tickets in US hours: order status, tracking, PO acknowledgements, documents, account questions.
• Work live with our US 3PL in Houston: stock holds, paperwork, resupply, carrier issues, parcel invoice queries.
• Watch every US order in transit and update customers before they chase.
• Make outbound calls in a set daily block: callbacks, order queries, delivery updates, quote follow-ups; over time, regular calls to US trade and distributor accounts.
• Take US inbound calls once trained (currently low volume).
• Handle South Africa and UK afternoon tickets.
• Triage overnight Australian tickets and write a ranked handover note for our 7am start.
• Use AI and our systems to draft replies and find answers, and flag where the AI gets it wrong.

Qualifications

• Must have previous US customer support experience, including voice support — chat-only experience will not be sufficient.
• Excellent written and spoken English.
• Strong phone communication and confidence speaking with customers.
• Highly organised and self-directed, particularly when working independently.
• Comfortable working US hours and managing priorities with minimal supervision.
• Experience using ticketing systems, business systems, and/or AI tools.
• Strong attention to detail and the ability to produce clear, structured handover notes.
• A proactive approach to customer service — you don’t just respond to problems; you follow things through.

Requirements

• Nice to have experience in logistics, freight, warehousing, or order fulfilment.
• Experience with building, plumbing, rainwater, or related trade products.
• Experience with Zendesk, Aircall, or Microsoft Dynamics 365 Business Central.
• Experience supporting distributor, wholesale, or trade customers.

Benefits

• This is a remote role that will be set up as an independent contractor engagement.
• Successful candidates will be expected to disclose any existing ongoing roles or client work.
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).

Application Requirements

• A 1–2 minute voice recording introducing yourself and briefly discussing your customer support experience.
• An example of an AI tool you currently use or have used at work, including how you use it and what it helps you accomplish.