Remote Customer Support Agent - LevelUp Philippines — Columbus
Traveler-Friendly Insight
This role is fully remote, which is a positive starting point — but it comes with a significant caveat for digital nomads: fixed night-shift scheduling aligned to U.S. time zones. Expect shifts running roughly 9 PM–6 AM Philippine Standard Time (PST+8), which translates to daytime U.S. East or West Coast hours. This severely limits timezone flexibility.
For nomads based in Southeast Asia (e.g., Bangkok, Bali, Ho Chi Minh City), the time offset is minimal — you'd essentially be working the same Philippine night schedule, which is manageable if you're a night owl. However, if you're traveling westward — say, Lisbon (UTC+1) or Medellín (UTC-5) — your shifts would fall in highly inconvenient early-morning hours (3–11 AM and 10 PM–6 AM respectively), making those popular nomad hubs impractical for this role.
The role also requires live customer calls, meaning a stable, high-quality internet connection is non-negotiable. Co-working spaces in SEA are generally well-equipped for this.
- Equipment is provided — no hardware investment needed.
- No coworking stipend or travel budget mentioned.
- Best suited for Philippines-based remote workers or SEA-based nomads who operate on similar time zones.
If you want true location independence with flexible hours, look for async-first support roles with "work your own hours" policies instead.
Company Overview
LevelUp is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.
Position Overview
As a Customer Service - Support Agent, you'll manage the full commercial lifecycle for a portfolio of customers, including renewals and contract updates, while making sure customer concerns are addressed quickly and effectively.
Reference: 2622-302609
Responsibilities
- Account Lifecycle: Manage the full commercial lifecycle for assigned customers, including renewals and contract updates, ensuring customer concerns are addressed along the way.
- Customer Support: Handle a range of customer tickets, including billing questions and product inquiries.
- Support Calls: Conduct live calls with customers to support their needs directly.
- Escalations: Serve as first-line (L1) support, escalating and coordinating with internal teams to resolve issues when needed.
Required Qualifications
- 1–2 years of proven experience in a customer-facing role.
- Demonstrated experience handling customer retention and managing escalations.
- Confidence conducting live customer calls and virtual meetings.
- Exceptional written and verbal English communication skills.
- Comfortable working scheduled night shifts to support customers in the U.S.
Preferred Qualifications
- Experience in a B2B SaaS environment.
- Hands-on experience with CRM tools.
More Information
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- The exact work schedule depends on the client you are assigned to, but is often an afternoon or night schedule — flexibility with scheduling is important.
- We have a company culture that focuses on the well-being of its team members, with a good work-life balance and respectful work environment.
- Equipment provided
- 13th month pay
- HMO (Health Maintenance Organization) coverage
Frequently Asked Questions
Is this customer support role fully remote?
What time zone are the shifts aligned to?
Is equipment provided for this remote role?
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Do I need B2B SaaS experience to apply?
