CX Support Agent - Level 1

Urrly

4d • $1,000 - $1,300 • Remote

About The Position

Join a growing SaaS support team helping mission-driven organizations get more value from the software they use every day. This is a remote, Philippines-based Level 1 customer support role for a software company serving nonprofits, hospitals, governments, and other volunteer-powered organizations. You will be the first human support layer after AI-assisted triage, helping customers resolve practical software questions through chat, email, phone, and screen-sharing support. The best fit is patient, detail-oriented, fluent in professional English, comfortable learning new software quickly, and energized by helping users who may not be deeply technical.

Requirements

• Full professional English fluency, both written and verbal.
• Prior customer support, help desk, BPO, SaaS, software, or technical support experience.
• Strong written communication with excellent grammar, clarity, and attention to detail.
• Patience and empathy when supporting users with different levels of technical confidence.
• Ability to simplify software questions and explain steps clearly.
• Comfort working with support tools such as Intercom, HubSpot, Zendesk, Freshdesk, or similar systems.
• Strong organization, time management, follow-through, and prioritization.
• Ability to work independently from home while staying active in team communication.
• Reliable remote-work setup and stable internet.

Nice To Haves

• Experience supporting SaaS or software products.
• Experience with Intercom or HubSpot.
• Experience supporting nonprofit, volunteer-management, CRM, scheduling, training, communications, or compliance software.
• Experience using metrics such as response time, resolution quality, customer satisfaction, ticket volume, or escalation rate.
• Prior remote work experience with North American, UK, European, or Australian customers.

Responsibilities

• Monitor and manage Level 1 support requests during your assigned coverage hours.
• Respond to customer questions through chat, email, phone, and screen-sharing sessions.
• Troubleshoot software, account, workflow, and usage-related questions.
• Help customers understand how to use the product in clear, simple language.
• Escalate complex issues to Level 2, product, data, or technical teams when needed.
• Process account changes, upgrades, downgrades, and general company inquiries when assigned.
• Maintain clear, empathetic, and accurate written communication.
• Stay engaged during the shift and contribute to team check-ins, handoffs, and support coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed