Customer Support Analyst (Homebased)
Outsourced Quality Assured Services
About Us:
Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
We're hiring a remote Customer Support Analyst to be the first line of support for our customers. You'll triage incoming requests, resolve common issues, and investigate and gather context before escalating more complex questions. You'll use AI tools heavily to help analyze issues, draft responses, and scale support workflows. You will report to the Director of Customer Solutions.
What You'll Do:Triage and manage incoming customer support tickets
Work directly with customers via support channels (email, slack, Pylon)
Investigate issues using internal tools, documentation, and AI
Resolve common product, account, and troubleshooting questions
Review AI-generated analyses and responses, correcting or adding context as needed
Route technical or complex issues to Customer Solutions, Product, or Engineering
Build and maintain articles in the knowledge base
Identify patterns in issues and improve documentation & support processes
Keep customers updated and ensure tickets are resolved quickly
Qualifications:
Strong written communication and customer service skills
Excellent problem-solving ability and attention to detail
Curious and comfortable learning technical products
Strong judgment around when to resolve vs. escalate an issue
Organized and able to manage multiple requests
Strong grasp of various AI tools (Claude, ChatGPT, Grok, etc) and independently validating their output
Ability to work independently and take ownership
Bonus Points
Experience in customer support, operations, or customer success
Experience supporting a B2B SaaS or technical product
Familiarity with support tools such as Pylon, Zendesk, or Intercom
Familiarity with APIs, fraud, security, or risk systems
Additional Information:
Homebased
M to F, 11pm to 8am PH Time
As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
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