Customer Support Specialist

Overview

ThriveCart is looking for a Customer Support Specialist based in the Philippines to help resolve customer issues across their e-commerce and LMS platform, used by 50,000+ creators worldwide. This is a full-time remote role supporting EST timezone hours.

Salary: $600–$850/month USD

Responsibilities

• Diagnose and troubleshoot a wide range of customer problems, from technical issues to complex usage questions
• Create JIRA bug tickets and track resolutions in collaboration with engineering teams
• Communicate clearly and professionally with customers via email, chat, and video calls
• Contribute to knowledge base articles and internal documentation
• Identify recurring issue patterns and recommend process improvements
• Handle escalated customer concerns with empathy and professionalism

Requirements

• Minimum 3 years of experience in customer support, customer success, or technical support
• Strong written and verbal English communication skills
• Experience with CRM or ticketing systems (e.g. JIRA, Zendesk)
• Ability to work EST timezone hours
• Must be based in the Philippines
• Reliable equipment and stable internet connection

Nice to Have

• Technical background or experience with SaaS/e-commerce platforms
• Experience with AI tools or agent implementation
• Team mentoring or escalation handling experience