Customer Support Specialist

About the Company: Aidey is an AI-first Business Process Outsourcing company — the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale. About the Client: The Client is a leader in HVAC/R predictive maintenance and management for small commercial buildings. They offer a unique pairing of software and services to save customers money on emergency repairs and energy bills. The technology leverages smart sensors and artificial intelligence to detect HVAC and Refrigeration issues early, and they work with a preferred network of qualified contractors to fix these issues before they lead to system failure. About the Position: The Support partners with the network of contractors and internal teams to deliver exceptional customer service experiences. The support is responsible for taking inbound calls from customers and assisting them to the best of their ability. The role requires prior customer service experience, with a proven ability to multitask and speak to and assist a wide range of customers. Responsibilities: This role presents an amazing opportunity to step up to an impactful, high-growth role and take on the following responsibilities:

• Manage daily scheduling and support of contractors, emergency repair requests, maintenance visits, and other HVAC/R projects
• Answer customer and contractor inquiries by phone, text, email, and web in a timely manner
• Enter and manage work orders, jobs, and clients on a dispatch board using established processes
• Issue purchase orders for service
• Process payments
• Manage customer concerns and work to resolve them efficiently and effectively

Requirements

• You'll need to communicate fluently, confidently, and clearly in English at a very high level — both verbally and in writing — as this is central to the role; therefore, please ONLY apply for this position if you possess excellent English skills. — MUST
• Previous customer service experience handling phone, email, and chat support – MUST
• Prior experience in the HVAC or trade-related industry – MUST
• Previous experience in leadership roles – BIG ADVANTAGE
• Experience with Zoho tools (Zoho Desk, Zoho Books, CRM) – ADVANTAGE
• Ability to multitask, prioritize, and work effectively in a fast-paced environment
• Strong problem-solving skills and the ability to handle customer escalations
• Strong computer and system navigation skills
• Ability to quickly learn new tools and internal processes
• Ability to work independently while collaborating effectively with internal teams
• Strong time management and organizational skills
• Positive, proactive attitude with a focus on customer satisfaction and continuous improvement

Setup & Availability

• Stable internet connection (100+ Mbps) and a quiet, professional workspace – MUST
• Flexibility to work a monthly rotating schedule, including day, mid, night, and weekend shifts aligned with Central Time business hours – MUST

Benefits

• Above-market base
• Fully remote, long-term role — no commute, no office mandate
• Direct line to client stakeholders
• Real growth track: lead or specialist roles