About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Our Philippines Team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.
Position Overview:
The Customer Support Representative provides frontline support through email and chat channels, assisting customers with inquiries, resolving issues, and delivering accurate information about products and services. This role emphasizes clear written communication, empathy, and efficiency to ensure customer satisfaction and maintain positive relationships. CSRs document interactions, follow standard procedures, and escalate complex concerns when needed.
Primary Responsibilities:
- Answer customer questions clearly and accurately.
- Follow policies and SOPs precisely.
- Document interactions thoroughly.
- Navigate multiple tools.
- Adapt quickly to changes in products, processes, and workflow.
- Maintain brand-aligned communication at all times.
- Never make medical claims under any circumstances.
- Juggle multiple tools and tasks without losing accuracy.
Qualifications:
- Preferred experience with e‑commerce and customer support platforms, including Shopify, Intercom, Gorgias, and Redo
- Strong written communication skills
- Have a true ownership mindset.
- Can handle multiple cases daily.
- Must be able to follow strict language guidelines (no medical claims, no implications, no advice)
- Must be self-sufficient, detail-oriented, proactive, and resourceful.
- Must be a strong problem-solver.
- Ability to be patient, express empathy, and concern.
- Independent thinker; able to make meaningful decisions based on each situation without constant direction.
- Are fast learners who adapt to tool changes and product line updates.
- Must be comfortable in a fast-paced environment where processes evolve quickly.
- Are well-rounded, curious, growth-oriented, and always seeking to improve.
- Strong work ethic, highly motivated, upbeat personality, team player.
- Reliable attendance history.
- Availability to work on a flexible schedule, which includes evenings and weekends.
Skills Required
- Experience with e-commerce and customer support platforms (Shopify, Intercom, Gorgias, Redo)
- Strong written communication skills
- Ability to follow strict language guidelines (no medical claims, no implications, no advice)
- Ability to handle multiple cases daily and juggle multiple tools
- Self-sufficient, detail-oriented, proactive, and resourceful
- Strong problem-solving skills
- Ability to be patient and express empathy
- Independent thinker; able to make meaningful decisions without constant direction
- Fast learner who adapts to tool changes and product updates
- Comfortable in a fast-paced environment where processes evolve quickly
- Maintain brand-aligned communication at all times
- Document interactions thoroughly and follow policies and SOPs precisely
- Strong work ethic, highly motivated, upbeat personality, team player
- Reliable attendance history and availability to work flexible schedule including evenings and weekends
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
