Email and Chat Customer Service Associate (Onsite)

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

Our client is seeking an Email and Chat Customer Support Associate to join their 24/7 Customer Operations team. You will be on the front lines, resolving routine account and platform inquiries while delivering an exceptional customer experience. This role is fully remote and reports to a Customer Support Team Lead, with oversight from an offshore Customer Service Manager. This is a high-volume, operational role where consistency, accuracy, and adherence to process are critical.

What you’ll do

• Respond to customer inquiries via live chat and email in a timely, professional, and solution-oriented manner.

• Handle queue-based, typing-intensive work (approximately 90% of the role) while maintaining accuracy and brand tone.

• Troubleshoot and guide customers through account, billing, and basic platform issues, escalating more complex or recurring problems.

• Utilize Zendesk or similar CRM/ticketing tools to manage cases, document interactions, and follow workflows.

• Meet or exceed targets for Quality, Productivity, and Customer Satisfaction (CSAT).

• Stay current on product updates and platform improvements.

• Maintain a reliable workspace and connectivity to ensure uninterrupted service coverage.