Who We Are

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We are looking for a high-ownership Customer Support Assistant to join our team and serve as a dedicated product expert for our clients. This is a fast-paced role designed for a professional who thrives on efficiency and clear communication.

In this position, you will go beyond just answering tickets. You will analyze customer needs to provide catered responses, manage project setups, and contribute to our growing knowledge base. We are looking for a reliable, mature, and adaptable individual who is eager to master a new platform and maintain a gold standard for customer satisfaction. If you are a Zendesk power-user with a passion for professional development and a bias toward action, we want to meet you.

What Your Day-to-Day Will Look Like

Omnichannel Support: Manage and resolve support tickets through Zendesk, utilizing both templated and catered responses to ensure high-quality interactions.
Product Expertise: Undergo a comprehensive 90-day onboarding to become a product expert, enabling you to resolve complex queries independently.
Project Setup & Data Ops: Execute account setups following strict checklists, including data transfers, document creation, and form fills using Adobe Acrobat.
Knowledge Management: Create and update Knowledge Base articles using AI and grammar tools for internal and external use.
Escalation Management: Identify and escalate Tier 2 inquiries to the appropriate internal resources when a decisive answer is not readily available.
Feedback Tracking: Monitor and track customer requests and feedback within internal platforms to help drive product improvements.
Cross-Functional Coordination: Collaborate daily with team members across the Customer Support group to ensure workflow continuity.
SLA Adherence: Maintain a 1-2 hour ticket solve rate and prioritize quick-turnaround SLAs to drive high customer satisfaction scores.

What You Bring

Experience: 2+ years of experience in Customer Success or Customer Support, with at least 1 year of hands-on experience in Zendesk (or a comparable ticketing tool).
Communication Skills: Exceptional written and verbal English skills with the ability to articulate technical solutions clearly.
Professional Maturity: A proven track record of reliability, integrity, and the above and beyond mindset required to earn client trust.
Adaptability: The flexibility to navigate evolving processes and ad-hoc projects in a rapidly scaling environment.
Detail Orientation: Intense focus on accuracy, especially regarding data transfer, form filling, and checklist execution.
Technical Proficiency: Experience with Slack, Zoom, and G-Suite for seamless remote collaboration.
Availability: Ability to work consistently between 8:00 AM - 5:00 PM EST.

Bonus Points if:

You have prior experience in the SaaS industry.
You have familiarity with the construction industry.
You have experience using Canva for basic visual documentation or support assets.

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything - and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

Fully Remote: 100% Remote work environment, never fight traffic again
Health Coverage: HMO or Healthcare Stipend (depending on location)
Time to Recharge: 7 Paid Holidays and 6 PTO days/year
Family First: Dedicated Maternity and Paternity Leaves

We offer additional incentives for go-getters and proven performers!

$25 monthly perfect attendance bonus
Performance bonus
Anniversary bonus ($100 at 1 year; $200 at 2 years)
Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

Your Application Roadmap

You've applied, now let's get to work. Here's the play-by-play:

Step 1 Resume Screening: Our hiring team reviews your experience to see how your unique skills align with our high-growth roles.
Step 2 Recruiter Interview: If we believe we have a great client match, we'll reach out to schedule a human-to-human chat to discuss your career goals, experience, and what makes you tick.
Step 3 Online Assessment: This is your chance to shine! You'll complete a role-specific test, a personality assessment, and your official GA Profile Form so we can represent you.
Step 4 Match Interview: You'll meet with one of our Senior Leaders for a deep-dive validation to ensure we're matching you with the right opportunity. This is your moment to bring your A-game and really shine - it's the final step for many of our roles!

Depending on the client, there are sometimes 2 additional steps:

Step 5 15-min Prep Call: We've got your back. Before the final round, your Recruiter will hop on a quick call to coach you, share insider tips, and ensure you're 100% ready.
Step 6 Client Interview: You'll meet the client to discuss how you'll help them scale and succeed. Bring your metrics and be on your A-game - this is your last chance to make a great first impression!

Join our 100% remote global team today, and grow with GrowthAssistant!

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.

Customer Support Assistant (Philippines, Remote)