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Mid LevelFull-time
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Newsela is seeking a Contract Remote Tier 1 Customer Support Representative to join our Customer Experience Department based in the Philippines. This role requires local residency in the Philippines and involves supporting customers across chat and email.
Key Responsibilities
- →Build meaningful connections with customers through chat and email interactions
- →Leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently
- →Navigate and utilize various support platforms and tools to assist customers effectively
- →Work closely with internal teams to ensure seamless customer experiences
- →Provide clear and concise updates to internal teams
Requirements
- ✓3+ years of customer support, helpdesk, or related experience
- ✓EdTech experience required
- ✓Strong verbal and written communication skills
- ✓Ability to troubleshoot and problem solve effectively
- ✓Empathy and a customer-first mindset
- ✓Strong time management and multitasking skills
- ✓Familiarity with supporting educators and schools or experience in tech support and education technology
- ✓Experience with Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal support tools
- ✓Prior experience with remote customer support or working across multiple time zones
- ✓Experience working for a US-based tech company
- ✓Written and verbal English fluency
- ✓Experience working US-based hours (PHL night shift)
- ✓Access to and willingness to use a personal computer or laptop
- ✓Hours: 8 hours a day, Monday-Friday, between 8:00am-8:00pm (Eastern Standard Time) or Monday 8:00pm-Saturday 8:00am (Philippines Standard Time)
