Part-Time Customer Support Representative

Employment Type: Part-time Independent Contractor

Work Volume: 1520 hours per week

Location Preference: Philippines

Work Schedule: Peak business hours (No graveyard shifts; flexible timezone alignment)

Primary Channels: 95% text-based ticketing and email support (Minimal to no voice requirements)

Role Summary

We are seeking a highly organized meticulous and process-driven Part-Time Customer Support Representative to manage customer success queues for our AI-powered answering service and customer support platform built specifically for the car wash industry.

This is not a traditional call center role where success is judged by a low-accent phone conversation. Because our platform automates communication workflows for car wash businesses our technical infrastructure experiences complex edge cases. We are looking for a sharp text-based support operator who can deep-dive into client issues investigate anomalies with data-backed rigor and collaborate flawlessly across teams.

Why the Last Hire Failed: Our previous specialist closed tickets superficially to hit volume metrics without actually fixing the root cause and failed to escalate software bugs with the logs links and system context our engineering team needed to deploy a patch. We are hiring an operator who prioritizes absolute resolution over quick ticket-flipping.

Key Responsibilities

1. High-Quality Ticket & Email Resolution

• Technical Ingestion: Manage our proprietary email-based support dashboard and incoming Gmail queuesresolving customer technical configuration and billing inquiries with speed and absolute precision.

• Root-Cause Resolution: Investigate customer accounts thoroughly. You must check internal settings logs and user histories to solve the problem permanently never marking a ticket Resolved until validation is complete.

• Brand Ambassadorship: Draft clear concise and empathetic written responses that guide car wash operators through software configurations and product optimizations.

2. Context-Rich Engineering Escalation & Collaboration

• Flawless Bug Reporting: When an issue requires software engineering attention build out highly structured documentation-heavy internal escalation files via Slack.

• Data-Backed Mapping: Every engineering escalation must include explicit reproducing steps specific database links client configurations and visual screenshots so our development team can jump straight to a solution without digging for context.

• Continuous Synchronization: Participate actively in internal Slack channels flagging regional issue patterns or localized software performance drops to management.

Required Skills & Qualifications

• Experience: 24 years of progressive experience inside a B2B SaaS customer support environment technical helpdesk or application support desk. Experience supporting AI platforms telephony tools or automotive/retail software is a major advantage.

• Advanced Technical Literacy: Highly comfortable working with proprietary dashboards software backends Slack integrations and cloud ticketing software.

• Elite Documentation Habits: A natural instinct to collect context. You believe an unexplained bug report is an unfixable bug report and you take pride in creating clear technical handoffs.

• Written English Mastery: Exceptional reading comprehension and written English skills. Since this role is 95% text-based your ability to articulate complex software solutions clearly via email is paramount.

• Operating Style: Highly disciplined detail-obsessed and self-directed. You do not cut corners or chase superficial turnaround metrics at the expense of quality.

Systems & Tools Youll Use

• Proprietary Email-Based Support Dashboard

• Google Workspace (Gmail Docs Sheets)

• Slack (for multi-tier internal engineering alignment)

Success Metrics (KPIs)

• First-Pass Resolution Accuracy: Minimizing ticket reopen rates by executing true permanent problem-solving on the first interaction.

• Escalation Data Completeness: Ensuring 100% of tickets routed to engineering contain all required links system states and contextual resources without requiring internal follow-ups.

• Customer Satisfaction (CSAT): Preserving strong customer ratings through articulate high-quality technical communication.

Required Experience:

Unclear Seniority