Customer Support Representative

Shift: Night Shift (9 PM 5 AM GMT+8) after training period

Role Overview

While the position is primarily customer-facing, occasional collaboration with internal teams such as development and operations will be required to resolve technical or complex issues.

• Maintain a positive, empathetic, and professional attitude in all customer interactions.
• Monitor and respond promptly to customer inquiries across various communication channels.
• Communicate effectively with customers to address questions, concerns, or feedback.
• Acknowledge, investigate, and resolve customer complaints in a timely manner.
• Handle customer issues related to account access, billing, and refund requests
• Collaborate with internal teams to resolve bugs or technical concerns.
• Develop and maintain a comprehensive understanding of company products and services to support accurate issue resolution.
• Ensure a high level of customer satisfaction.

• Demonstrates excellent written and verbal English communication skills.
• 1 - 2 years of relevant customer support experience.
• Background in Information Technology preferred, but not required.
• Able to work independently with minimal supervision in a startup-like environment.
• Detail-oriented, organized, and capable of multitasking.
• Willing to work night shift (after training) and adjust hours if needed, with mutual agreement.
• Familiar with Wuxiaworld.com and its features/content.

• Primary: Freshdesk (experience preferred but not required).
• Payment & App Platforms: Stripe, Braintree, Google Play Console (experience with any is a plus but not mandatory).
• Candidates with transferable experience on other ticketing systems are welcome.

• Fully remote; candidates must have their own working computer or laptop.
• Reliable internet connection with at least 20 Mbps is required.
• Structured onboarding and supervision will be provided, but self-motivation is essential.
• Must be based in the Philippines

• You will be part of a 4-person team: another CS representative, a CS manager, and the operations chief.
• Direct reporting line to the Customer Support Manager.
• Expected to become productive within approximately 2 weeks.

1. Phone Screening: 15 - 20 minutes to validate fundamentals, communication, and cultural fit.
2. Final Interview: 60-minute video call with your Customer Support lead.
3. Offer & Negotiation: Final discussion to review fit, expectations, and compensation. A job offer may be extended during this step.

Why Join Us?

If you're excited by challenging problems, meaningful product impact, and the opportunity to help shape a platform beloved by millions, you'll find this role fulfilling.

This offer from "Wuxiaworld Limited" has been enriched by Jobgether.com and got a 72% flex score.