Customer Success Agent – Ticketing Support

GrowthAssistant is seeking a skilled and motivated Customer Success Agent – Ticketing Support. This role involves providing exceptional service by addressing inquiries and troubleshooting issues via email or chat. In this role, you will ensure accurate and consistent responses, and escalate complex issues when necessary to ensure timely resolutions and a seamless customer experience.
 

Salary: Up to Php 60,000 depending on experience
 

The Benefits:

• Work From Home
• Attendance, Performance, and Referral Bonuses
• Paid Holidays and Time Offs
• Health Insurance Card

Must Have:

• 2+ years in customer support management or related roles.
• Experience managing ticketing systems (e.g., Zendesk, Freshdesk).
• Strong problem-solving skills and ability to handle high-pressure situations.
• Excellent written communication skills.
• Leadership/Supervisory experience is a plus

Core Tasks:

• Monitor and manage customer support through a ticketing system (email and live chat).
• Provide direct resolution for mid- to high-level tickets escalated from an external team.
• Identify patterns in support issues to flag potential sitewide problems and coordinate resolutions.
• Maintain high customer service standards and implement strategies to reduce response times.
• Collaborate with the Customer Experience Director to refine support workflows and processes.
• End-of-day recap via Discord.