About this role.
LevelUp is hiring a remote Customer Service Support Agent in Manila to provide first-line customer assistance for a portfolio of clients. The role covers customer ticket handling, billing and product inquiries, live support calls, escalation coordination, renewals, and contract updates. Candidates need 1–2 years of customer-facing experience, strong English communication skills, retention and escalation experience, and flexibility for U.S.-aligned afternoon or night shifts. Experience in B2B SaaS and CRM tools is preferred, while the role provides equipment, HMO coverage, and 13th-month pay.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I acknowledge the customer’s concern, clarify the issue and its business impact, and explain the next steps without making promises I cannot keep. I document the case clearly, escalate it to the appropriate team, provide a realistic update timeline, and continue ownership until the customer receives a resolution.
I first assess urgency, customer impact, service-level commitments, and whether an issue affects multiple users. I address critical access, billing, or service-impacting concerns first, communicate expected response times to other customers, and keep tickets updated so nothing is overlooked.
I would separate and document both needs while treating the product issue as a priority because it may affect the renewal discussion. I would coordinate resolution with the relevant team, keep the customer informed, and then continue the renewal conversation once they have confidence that their concern is being addressed.
I use CRM and ticketing tools to record complete interaction notes, categorize issues, set follow-up reminders, and track escalation status. Accurate records help ensure consistent communication, enable smooth handoffs, and provide context for future renewal or retention discussions.
I begin by confirming the customer’s goal, listen without interruption, and summarize the issue to verify understanding. I use simple, solution-oriented language, explain next steps and ownership clearly, and send a concise follow-up summary when additional action is required.
Company Overview
LevelUp is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.
Position Overview
As a Customer Service – Support Agent, you’ll manage the full commercial lifecycle for a portfolio of customers, including renewals and contract updates, while making sure customer concerns are addressed quickly and effectively.
Reference: 2622-302609
Responsibilities
- Account Lifecycle: Manage the full commercial lifecycle for assigned customers, including renewals and contract updates, ensuring customer concerns are addressed along the way.
- Customer Support: Handle a range of customer tickets, including billing questions and product inquiries.
- Support Calls: Conduct live calls with customers to support their needs directly.
- Escalations: Serve as first-line (L1) support, escalating and coordinating with internal teams to resolve issues when needed.
Must-Haves (Required Qualifications)
- 1–2 years of proven experience in a customer-facing role.
- Demonstrated experience handling customer retention and managing escalations.
- Confidence conducting live customer calls and virtual meetings.
- Exceptional written and verbal English communication skills.
- Comfortable working scheduled night shifts to support customers in the U.S.
Nice-to-Haves (Preferred Qualifications)
- Experience in a B2B SaaS environment.
- Hands-on experience with CRM tools.
More Information
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
- We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
- Equipment provided
- 13th month pay
- HMO
Compensation
Additional Information
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