Customer Service Representative, Freshdesk

🕒 May 1

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 45%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Handle incoming customer inquiries via phone, email, chat, and SMS • Resolve Tier 1 issues including WISMO, order changes, refunds, and basic queries • Provide accurate product and service information • Maintain a positive, empathetic, and professional attitude with customers and colleagues • Resolve issues efficiently and follow up to ensure customer satisfaction • Accurately document customer interactions in the organization’s CRM • Support future AI deflection strategies through detailed documentation and process support • Collaborate with other departments to achieve customer success • Meet or exceed KPI targets while adhering to company policies • Continuously improve product, service, and process knowledge through training

🎯 Requirements

• Previous customer service experience or an equivalent background • C1 Communications level is a hard requirement • Natural and neutral accent • Proficient in using computers and various software applications • Hands-on experience with Freshdesk and Vonage (or similar tools) is required • Previous experience with a CRM is preferred • Familiarity or interest in motorcycles is a nice to have • Empathetic, professional, and adaptable approach • Availability for 9 AM–5 PM EST, Monday–Friday (night shift) • Must work remotely from the Philippines • Full-time availability

🏖️ Benefits

• Competitive Compensation • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO starting on Day 1 • Paid time off + birthday leave • Opportunities for skills training and personal and professional development • Bring-Your-Own Device (BYOD)