Airslate

Customer Support Representative

  • Airslate
  • Remote Philippines
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Job Description

About DocHub team:

We are a small but ambitious team of 20+ technologists on a mission to succeed with our Google-integrated PDF editor and Signature solution – DocHub.

DocHub streamlines document editing, signing, distribution and forms completion to get your documents done. Offering a deep integration with Google Workspace, DocHub allows users to import, export, modify, and sign documents directly from Google apps to ensure smooth business processes and interactive workflows.

And now, we are looking for a Customer Support Representative who is prepared to contribute to the next chapter of our company's growth.

As Customer Support Representative, you will help our users get the most out of DocHub by resolving their billing, product, and account questions across multiple channels.



What you'll be working on:
  • Resolve support issues received via the CRM system, handling tickets and chats on subscription and billing, product usage (editing, signing, workflows), and account-related concerns
  • Manage issue tickets in Jira and partner with Development and QA to resolve them in a timely manner
  • Conduct product demos and guide users through DocHub's key features and workflows
  • Identify and assess customer needs to drive satisfaction and successful retention
  • Build trusted, lasting relationships through open and interactive communication
  • Handle large volumes of incoming inquiries while balancing speed and quality
  • Switch between chats and tickets based on volume and priority, working with internal tools, the knowledge base, and predefined processes
  • Escalate more complex customer scenarios with support from the team lead
  • Meet personal and team targets aligned with our 24/7 support and retention OKRs
  • Follow established communication procedures, guidelines, and policies

    • What we expect from you:
  • 2+ years of experience as a Support Specialist in an IT company
  • Fluent English with excellent grammar and writing skills
  • Strong customer service skills and a passion for helping others
  • Excellent written and verbal communication, with empathy across chats and tickets
  • Flexibility and adaptability — including comfort with night shifts and mid-week days off — to support the US market 24/7
  • A team-oriented mindset and the ability to learn quickly in a changing product environment

    • What helps you rock:
  • Technical background or technical aptitude
  • Experience with SaaS products
  • Understanding of subscription-based billing systems
  • Experience conducting product demos or guiding users through product features

    • Apply Now
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