Customer Support Specialist - AI Enabled (Active Pooling)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role (Join Our Active Talent Community)

We are actively building a pipeline of Customer Support Specialists for upcoming opportunities with our global clients. Please note: This is a proactive talent pooling initiative to build our talent community, meaning there may not be an immediate single open vacancy right now. By submitting your application, you join our active talent community, placing your profile at the top of our list for immediate matching as soon as new client demands launch.

These roles support customer service, technical support, and client experience functions across various fast-growing industries such as SaaS, e-commerce, fintech, and digital services. Opportunities range from frontline support representatives to specialized or senior customer experience leads.

• Role Status: Active Talent Pooling / Talent Community Application (Future & Upcoming Openings)
• Work Arrangement: Typically fully remote, with work hours aligned to various client time zones (US, AU, UK, SG, etc.)

What You’ll Do Responsibilities vary depending on the specific client role, but typically include:

• Respond to customer inquiries efficiently across omnichannel platforms (email, live chat, phone, or ticketing systems).
• Utilize AI-assisted customer service tools and automated copilots (e.g., AI auto-responders, generative AI response drafting, or smart ticket routing) to increase resolution speed and response accuracy.
• Provide clear, accurate troubleshooting and issue resolution while maintaining a personalized, empathetic human touch.
• Document interactions, case details, and resolution steps within CRM and helpdesk systems, leveraging automated transcription or summarization tools.
• Escalate complex edge cases to specialized teams when automated or frontline workflows require human intervention.
• Follow up with customers to ensure complete satisfaction and build long-term trust.
• Assist in updating knowledge bases, AI chatbot training prompts, FAQs, and internal process docs.
• Collaborate with Product, Operations, and Sales teams to relay customer feedback and improve the overall customer journey.

What You Bring

• Experience in customer support, technical helpdesk, or client-facing service roles (level varies by opportunity).
• Familiarity or practical experience with AI-enabled customer support tools (e.g., Zendesk AI, Intercom Fin/AI Copilot, ChatGPT/Claude for drafting responses, or automated ticketing workflows).
• Strong written and verbal communication skills with the ability to blend speed with empathy.
• Comfort using CRM, ticketing, and messaging tools (e.g., Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, or similar).
• Strong problem-solving mindset and comfort adapting to new digital tools and AI software.
• Ability to multitask, manage queue workloads, and consistently meet resolution SLA targets.
• Self-motivated and reliable when working in a remote or hybrid environment.
• Stable internet connection, quiet home office, and required remote setup.

Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

Read our full AI Disclaimer to learn more

Don’t meet every single requirement? At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace. If you’re excited about customer support work but don’t feel 100% aligned with every qualification, we encourage you to apply. You may be a great fit for this or future opportunities in our talent pool.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.