Customer Support Associate

About Workstream

Workstream is dedicated to revolutionizing workforce management for hourly employees globally, a group that accounts for 80% of workers but remains largely underserved by technology. Our all-in-one platform supports HR, payroll, and recruitment needs for major brands like Burger King, KFC, IHOP, and more. We are rapidly growing, backed by top investors, and committed to innovation and customer success.

Responsibilities

• Serve as the main contact for customers through phone, email, and chat, managing a wide variety of inquiries related to our products.
• Respond swiftly and precisely, aiming for a median initial reply within one minute, solving issues within 24 hours, and maintaining a customer satisfaction rate of 95%.
• Escalate relevant problems to engineering or teammates, distinguishing between user errors, training needs, product flaws, and feature requests.
• Maintain empathy, professionalism, and positivity in all customer interactions.
• Continuously follow up with clients until their concerns are fully resolved.
• Contribute to company growth initiatives like training junior staff, testing products, and recommending new solutions.
• Collaborate with the Customer Success team to onboard clients and make requested platform adjustments.
• Create and update knowledge resources, including articles and tutorial videos for both customers and internal teams.

Requirements

• 1 to 3 years of experience in customer support or related positions.
• Proficiency in spoken and written English to effectively engage with international clients and colleagues.
• Experience providing phone support.
• Familiarity with help desk software and remote assistance tools.
• Availability to work standard shifts aligned with US time zones.
• Reliable primary and backup internet connections with minimum speed of 50 Mbps, with proof through a speed test screenshot.
• Willingness to occasionally attend on-site meetings in Metro Manila.
• Enthusiasm for long-term growth in a dynamic Silicon Valley startup environment and adaptability to evolving processes.

Company Values and Benefits

• This is a permanently remote role with payment directly deposited into your bank account.
• $50 monthly stipend and eligibility for annual and performance bonuses.
• Flexible paid time off and holidays aligning with major US and Philippine dates.
• Company-provided device for work.
• Opportunities for rapid career advancement and internal transfer.
• Chance to learn from high-achieving professionals with backgrounds from Stanford, MIT, Google, and Harvard.

Additional Information

Workstream is committed to equal employment opportunities regardless of race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other legally protected attribute. This commitment covers all aspects of employment including recruitment, hiring, promotion, compensation, and training. We strive to foster an inclusive environment for all qualified applicants.