Customer Support Representative | Remote (PH)
Job Summary
This is no ordinary support job. You’ll be laying the groundwork for how we talk to, care for, and cheer on the amazing families who choose to trust us with their kids’ communication. Reporting to our Head of Customer Experience (who, yes, still remembers their childhood landline number), you’ll be the friendly face (well—text and voice!) of the client. Whether it’s troubleshooting a hiccup, answering a question, or just making someone’s day, you’ll help set the tone for what kind, thoughtful, and human-centered support feels like. And because we believe that customer experience is about more than tickets, you’ll also help shape community, connection, and trust with every message you send
Key Responsibilities
You’ll help our customers feel heard, supported, and delighted from day one. Here’s what you’ll do:
- Own our support inboxes (email, text, Instagram DMs, and the occasional phone call from a curious grandparent). Respond with warmth, clarity, and lightning-speed kindness
- Keep our KPIs in tip-top shape, like average first response time and CSAT—but also help us define what great support really looks like in a mission-driven, family-first company
- Write and maintain our response templates so they sound like the brand: human, helpful, and never robotic
- Help organize our tagging system to track trends, spot product bugs, and share smart insights with the team
- Be the voice of the customer—helping product, ops, and marketing teams understand what families are really saying
- Make it feel personal: whether it’s solving a problem or celebrating a kid’s first solo call, you’re making moments happen every day that customers (or potential customers!) will remember
A Day in the Life
- Most of your day will be spent in our inboxes—being a calm, kind, and capable presence for our customers
- You might be helping a parent activate a new device, updating a shipping status, or gently explaining why a dog can’t be added to the contact list (yet)
- You’ll also support a few daily manual workflows, and over time, help us automate the stuff that shouldn’t require a human touch
- You’ll work closely with our whole team—we’re tiny and tight-knit—so whether something’s broken, confusing, or delightful, we want to hear about it
Required Skills
We’re not hung up on resumes—we care more about voice, empathy, and a knack for solving problems with curiosity and excitement. You might be perfect for this role if:
- You’re a phenomenal writer—clear, warm, and friendly (with a great understanding of when to infuse humor into an interaction!)
- You have experience helping people (whether at a retail counter, call center, or even camp counselor gig)
- You’re organized, thoughtful, and calm under pressure
- You’re a self-starter who loves building things from scratch—and maybe even making them fun
- You’re curious and down to learn new tools (Front, Instagram, G-Suite, Slack, Notion)
- You’re not afraid to say, “I don’t know, but I’ll find out.”
- Bonus: You still remember what your childhood phone looked like 😉
Desired Skills
- Prior experience in customer-facing roles (e.g., retail, call center, camp counselor)
- Experience working in fast-paced, startup or small team environments
- Familiarity with managing multiple communication channels (email, text, social media)
- Experience in writing or maintaining customer support documentation or templates
- Proficiency with tools like Front, Instagram, G-Suite and Slack
About the Company
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.
Our comprehensive approach includes taking charge of our clients’ new support team’s training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.
We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.
Why Work With Us?
- Competitive salary and benefits package.
- Opportunity for career growth and professional development.
- A collaborative and inclusive team environment.
- A chance to make a real impact in a rapidly growing company.
