Customer Support Associate

About the role

Workstream is a series B company focused on HR, payroll, and hiring software for the hourly workforce. You will join a remote-first team to provide high-quality assistance to clients like Burger King, KFC, and IHOP.

Key facts

What you'll do

• Serve as the main contact for customers via phone, chat, and email.
• Maintain a median first response time under one minute, resolution time under 24 hours, and a 95% CSAT score.
• Categorize inquiries as user errors, training gaps, product defects, or feature requests.
• Escalate technical issues to the engineering team.
• Assist the Success team with client onboarding and platform configuration.
• Create and update knowledge base articles and video tutorials.
• Participate in internal initiatives like product testing and training junior staff.

Requirements

• 1 to 3 years of experience in a Customer Support role.
• Professional fluency in English for both verbal and written communication.
• Proven experience with phone support.
• Proficiency with help desk software and remote support tools.
• Ability to work during US business hours.
• Primary and backup internet connection with at least 50 Mbps speed.
• Ability to attend occasional in-person meetings in Metro Manila.

Practical notes

• Compensation includes an annual bonus, performance-based bonuses, and a $50 monthly stipend.
• Benefits include flexible PTO, time off for major US and PH holidays, and a company-issued device.
• Salary is paid directly to your bank account.
• The company offers internal mobility and a career path for high performers.
• Candidates must be prepared to provide a screenshot of internet speed test results.