Customer Support Specialist

Position Type: Full-time

Location: Philippines (Remote)

Schedule: 9 am-5 pm EST, Monday to Friday

About the Company

Our client is a premier provider of Structured Literacy solutions, dedicated to empowering educators through the science of reading. With nearly 30 years of experience, they have pioneered foundational skills curriculum, professional development, and coaching rooted in the Orton-Gillingham methodology. Their mission-driven approach reaches millions of students nationwide, providing the high-quality tools and training necessary to achieve measurable growth in literacy.

About the Role

We are looking for a Customer Support Specialist to provide professional, timely, and helpful support to customers through phone and email. In this role, you will assist customers with questions about our products and services, help resolve concerns, maintain accurate records, and coordinate with internal teams when additional support is needed.

This role is ideal for someone who is organized, detail-oriented, and enjoys helping people. You will also handle various administrative tasks within the company’s internal systems while contributing to a collaborative, customer-focused team.

Responsibilities

Support and exemplify our client’s mission and vision in everyday tasks by focusing on the following core values:

Have an Innovative Mindset by embracing a culture of innovation and continuous improvement

Maintain a Customer-Centered approach through professionalism by ensuring that interactions and decisions are carried out with the customer’s best interests in mind

Be Committed to Collaboration by working as a cohesive team with shared goals and supporting one another whenever needed

Practice Accountability by taking ownership of your work and responsibilities

Correspond with customers by telephone and email to provide information and solutions about our products and services

Handle customer questions, concerns, and complaints in a professional and courteous manner

Accurately record customer interactions, inquiries, complaints, comments, and actions taken

Perform data entry and maintain accurate and up-to-date customer records

Collaborate with other departments to investigate and resolve customer issues

Perform various administrative duties involving our client’s internal systems

Discuss various aspects of our client’s products and services with interested customers

Follow up on customer concerns and requests as needed

Complete other tasks as assigned by management

Competencies and Qualifications

Must Haves

At least 2 years of equivalent work experience

Professional and courteous telephone manner, with the ability to confidently field customer questions and provide assistance over the phone

Strong attention to detail

Exceptional organizational skills and ability to manage multiple priorities

Excellent computer skills and ability to learn new systems quickly

Excellent verbal and written communication skills

Ability to navigate and perform effectively in a fast-paced work environment

Ability to execute requests in a timely and accurate manner

Professional work ethic and strong sense of accountability

Positive and collaborative team player

Enthusiastic, can-do attitude with a desire to learn and grow

Nice-to-Haves

Familiarity with Google Drive and other productivity tools

Previous experience in customer support, customer service, or administrative support

Experience with customer support ticketing systems such as Zendesk or similar platforms

What We Offer

100% Remote Work – Work from anywhere in the Philippines.

Career Growth Opportunities – Gain hands-on experience and continuous learning.

Collaborative & Innovative Team – Work alongside skilled professionals who value excellence.

Application Process

We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

The interview process includes a Recruiter Interview, Client Interview, and Assessment. As part of the process, candidates complete a hands-on task during the technical interview. Throughout each stage, we keep you informed and provide feedback as quickly as possible, ensuring you feel valued and supported throughout your journey with us.