CX Support I, International Contractor (Philippines)
About The Position
At Travefy, customer support is treated as an integral part of the product, aiming to make the day of travel professionals easier and their businesses stronger. The Customer Experience (CX) team is central to this mission, directly influencing how customers perceive the product. This role involves shaping customer experiences through various communication channels and contributing to customer satisfaction. The shift for this role is based in the Philippines/APAC, full-time, running Sunday through Thursday in US time, approximately 5:00 PM to 1:00 AM Eastern Time. This aligns with early morning hours locally in the Philippines and covers peak demand for APAC and overnight US customers. Coverage windows may adjust over time based on team growth and customer needs.
Requirements
- Supported customers inside a SaaS platform before and know what good support actually feels like.
- Write in English the way a thoughtful, confident human writes. Clear, warm, no fluff.
- Can think critically and untangle a tricky issue without waiting for someone to tell you what to do next.
- Stay organized and steady when the queue gets loud.
- Pick up new tools quickly and aren’t intimidated by anything technical.
- Balance empathy with efficiency, because customers deserve both.
- Take ownership and follow through, even when no one is watching.
- Thrive in a remote, async friendly environment.
- Complete proficiency in written and verbal English.
Nice To Haves
- 2+ years in customer support, customer experience, or technical support.
- Real SaaS support experience.
- Time spent inside Intercom, GitHub, HubSpot, or similar support platforms.
- Any background in the travel industry.
Responsibilities
- Deliver high-quality support across live chat and email, and step in on the rare phone escalation.
- Troubleshoot platform issues and walk customers through workflows with calm, clear confidence.
- Escalate bugs, technical issues, and account concerns to the right people at the right time.
- Juggle several conversations at once without dropping the thread on any of them.
- Spot trends in customer pain points and product feedback before they turn into bigger problems.
- Contribute to help articles, internal documentation, and process improvements.
- Work shoulder to shoulder with CX leadership, product, and other internal teams.
- Show up for customers with professionalism, empathy, and a real sense of urgency.
Benefits
- Competitive compensation based on experience and region.
- A flexible environment that respects your time and your work.
- Real opportunities for long term growth inside the CX organization.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
