Customer Support Associate | Night Shift | Remote
Philippines
Full Time
Experienced
ZigZag is looking for a Customer Support Associate to join our team!
About the role
You will be the front line of how the world experiences Blinq. Every day, you’ll help people across the globe resolve issues quickly and confidently, turning friction into something seamless. You’ll move through a high-volume queue with care and precision, reduce unnecessary escalations through strong judgment, and ensure every interaction reflects a warm, human, customer-first tone. You won’t just close tickets. You’ll create trust at the exact moment it matters.
What You’ll Do
You’ll manage a high-volume, global queue across both consumer and business users. You’ll follow structured workflows, apply good judgment when things aren’t black and white, and deliver thoughtful, high-quality support at speed.
About the role
You will be the front line of how the world experiences Blinq. Every day, you’ll help people across the globe resolve issues quickly and confidently, turning friction into something seamless. You’ll move through a high-volume queue with care and precision, reduce unnecessary escalations through strong judgment, and ensure every interaction reflects a warm, human, customer-first tone. You won’t just close tickets. You’ll create trust at the exact moment it matters.
What You’ll Do
You’ll manage a high-volume, global queue across both consumer and business users. You’ll follow structured workflows, apply good judgment when things aren’t black and white, and deliver thoughtful, high-quality support at speed.
- Respond to customer enquiries via Zendesk with clear, empathetic, and professional communication
- Resolve common product questions and basic technical issues using documented workflows and internal SOPs
- Triage incoming issues, identify when escalation is required, and provide structured internal notes for smooth handover
- Maintain excellent ticket hygiene, including accurate tagging, merging duplicates, updating statuses, and keeping documentation clean
- Support operational tasks that ensure a seamless customer experience, even when they fall outside the standard ticket queue
- 1–3 years of career experience, with at least 1 year in customer support within a SaaS environment
- Experience supporting a global user base, including US customers, with strong cultural awareness and written communication skills
- Hands-on experience using Zendesk or a similar ticketing platform, with disciplined ticket hygiene and process accuracy
- Reliable, organised, and comfortable working in structured environments where consistency matters
- Open to feedback, committed to continuous improvement, and proud of delivering thoughtful, high quality support
- Drive to help improve the Blinq product and our support processes alongside your team members.
ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.
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