Wolf IQ

Customer Support Specialist

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Full Time

: SALARY

AU$9.50/hr

: HOURS PER WEEK

40

: DATE UPDATED

Aug 7, 2026

JOB OVERVIEW

- Mission: As our Customer Support Specialist, you’ll help keep support organised, responsive, and customer-focused. You’ll triage tickets, support website updates, keep documentation clear, and make sure customers receive warm, timely updates This role is ideal for someone calm, detail-oriented, proactive, and comfortable working with WordPress, HelpScout, and support workflows.

- Culture: We’re a remote, customer-first team that values clear communication, ownership, and proactive problem-solving. We move quickly, support each other, and keep things organised so our clients feel looked after and our team stays aligned. You’ll thrive here if you’re dependable, thoughtful, detail-oriented, and comfortable asking questions, taking initiative, and improving processes as you go.

- Location: Remote (Philippines-based). Strong preference for candidates with experience in or awareness of Australian and New Zealand digital culture and customer expectations.

Why Join Us?
Wolf IQ is a profitable, fast-growing digital agency group helping small to medium-sized businesses grow and maintain their online presence through websites, care plans, technical support, and digital growth.
We’re looking for a Customer Support Specialist to help ensure our clients receive timely, transparent, and thoughtful support throughout their journey.

This role isn’t about answering tickets on autopilot. It’s about being proactive, bringing structure to busy support queues, solving practical problems, and helping clients feel seen, heard, and supported.

You’ll work hands-on with HelpScout for ticket management, WordPress for Tier 1, Tier 2 website updates and basic troubleshooting, and tools like BlogVault, Kinsta, ClickUp, Slack, and Loom to support internal workflows and client care.
You’ll have the freedom and responsibility to:
Triage Like a Pro
- Assess, prioritise, and route inbound support requests so nothing slips through the cracks and everything lands with the right tea ---------- mber.

Own the Admin Ops
- Help with customer-facing website tasks such as content updates, user setups, form checks, button/link updates, cache clearing, and basic WordPress admin support.

Grow into Technical Support
- Start with Tier 1 support, then gradually build confidence with Tier 2 troubleshooting under guidance from the team.

Be the Voice of Support
- Communicate with clients over email and tickets in a warm, clear, and professional way. Provide updates, ask clarifying questions, and keep customers informed.

Bring Order to Our Systems
- Keep internal notes, documentation, handovers, and ticket records clear so the team can stay aligned.

Track Trends, Spot Signals
Monitor recurring issues, highlight patterns, and suggest improvements that make support more efficient and customer-focused.

What You’ll Do as a Customer Support Specialist
Key Responsibilities:
- Triage and prioritise inbound support requests via HelpScout.
- Manage ticket updates, tagging, notes, and handovers clearly.
- Perform Tier 1 WordPress support tasks such as content updates, image changes, user setup, form checks, and basic admin troubleshooting.
- Assist with Tier 2 troubleshooting under guidance, including layout issues, form errors, plugin/cache conflicts, and WooCommerce-related support.
- Escalate DNS, domain, hacked website, site-down, or high-risk technical issues to the appropriate senior tea ---------- mber.
- Use BlogVault and related tools to support backups, maintenance checks, and website care workflows where needed.
- Collaborate with internal teams to resolve technical, design, care plan, or project-related requests.
- Maintain and update internal support documentation, SOPs, and customer-facing guides where required.
- Monitor client sentiment and flag risks, blockers, or recurring issues early.
- Share support observations and process improvement ideas with the team.

Who You Are
- 2+ years in customer support, operations, admin, technical support, or a similar role.
- Strong written English with a friendly, confident, and professional tone.
- Comfortable using support inboxes or ticketing systems such as HelpScout.
- Hands-on with WordPress for site updates, content edits, and basic troubleshooting.
- Highly organised and detail-oriented.
- Able to manage multiple tickets without losing track.
- Comfortable using tools like Google Workspace, ClickUp, Slack, and Loom.
- Self-motivated and comfortable in a remote, async-first team.
- Calm under pressure and able to ask questions when something is unclear.
- Experience or awareness of Australian/NZ clients and digital culture is a plus.

Preferred Qualifications
- Experience using HelpScout, including tickets, tags, workflows, and saved replies.
- Familiarity with BlogVault, Kinsta, or website maintenance workflows.
- Basic understanding of web hosting, DNS, and domain processes.
- Experience with WooCommerce or WordPress troubleshooting.
- Familiarity with ticket escalation flows and structured documentation.
- Experience creating SOPs, help guides, or internal support notes.
-Ability to identify recurring issues and recommend ways to prevent them.

Ready to Be the Calm in the Chaos?
If you’re proactive, dependable, organised, and passionate about supporting clients in a digital-first world, this is your chance to shine.

You’ll play a key role in helping our clients feel cared for, our support queue stay organised, and our team stay aligned.
Apply now and help us deliver thoughtful, reliable, and best-in-class support. ????

To confirm you've read the entire job description, please respond with the subject line "Ready For Wolf IQ".
Be sure to include the following in your application:
- Resume
- A short note (3–5 sentences) describing your prior experience
- Photo of your work area

SHARE THIS POST

Job Post	Reporter	Rank	Reason	Date

BENCHMARKS

Loading Time: Base Classes	0.0007
Controller Execution Time ( Jobseekers / Job )	0.0122
Total Execution Time	0.0135

GET DATA

No GET data exists

MEMORY USAGE

1,521,600 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/job/Customer-Support-Specialist-1704519

CLASS/METHOD

jobseekers/job

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 13 (0.0069 seconds) (Hide)

0.0003	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0004	SELECT * FROM `employer_jobs` WHERE `job_id` = 1704519 LIMIT 1
0.0004	SELECT * FROM `employers` WHERE `employer_id` = 631511 LIMIT 1
0.0013	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1704519 AND `misc`.`id` IS NULL
0.0005	SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-08-10',ej.date_added) duration_days, DATEDIFF('2026-08-10',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND ((e.user_level >= '500' AND ej.date_added <= e.rebill_date) OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-08-10',ej.date_added) <= 14 )) AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1704519'
0.0002	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1704519
0.0016	`UPDATE employer_jobs SET hit_counts = '*Aug-07-2026=1126Aug-08-2026=243**Aug-10-2026=1' WHERE job_id= '1704519'`
0.0006	`UPDATE employer_jobs SET monthly_hits = '***Aug-2026=1369' WHERE job_id= '1704519'`
0.0003	`SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1704519' AND status LIKE 'sent%' ORDER BY id DESC`
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1704519
0.0005	SELECT COUNT(*) AS `numrows` FROM `employer_jobs` WHERE `employer_id` = '631511' AND `date_added` >= '2022-06-08'
0.0002	`select * from teasers`
0.0002	`SELECT * FROM skill_categories WHERE skill_cat_id=''`

HTTP HEADERS (Show)

SESSION DATA (Show)

__ci_last_regenerate	1786352246
last_page	https://v1.stage.onlinejobs.ph/jobseekers/job/Customer-Support-Specialist-1704519
csrf-token	70a6599cd79904984340290e5084954c
job_search_keyword

CONFIG VARIABLES (Show)

base_url	https://v1.stage.onlinejobs.ph
log_threshold	2
enable_profiler
index_page
uri_protocol	PATH_INFO
url_suffix
language	english
charset	UTF-8
enable_hooks	1
subclass_prefix	MY_
composer_autoload	vendor/autoload.php
permitted_uri_chars	a-z 0-9~%.:_\=\-\+\@?\&
enable_query_strings
controller_trigger	c
function_trigger	m
directory_trigger	d
allow_get_array	1
log_path
log_file_extension
log_file_permissions	420
log_date_format	Y-m-d H:i:s
error_views_path
cache_path
cache_query_string
encryption_key	OdBUArjiWg9I7u7bvAwQ7Fu35VB1kzga
sess_driver	files
sess_cookie_name	ci_session
sess_expiration	2678400
sess_save_path
sess_match_ip
sess_time_to_update	300
sess_regenerate_destroy
cookie_prefix
cookie_domain
cookie_path	/
cookie_secure
cookie_httponly
standardize_newlines
global_xss_filtering	1
csrf_protection
csrf_token_name	csrf_test_name
csrf_cookie_name	csrf_cookie_name
csrf_expire	7200
csrf_regenerate	1
csrf_exclude_uris	Array ( )
compress_output
time_reference	local
rewrite_short_tags
proxy_ips
ojadmin	JpjZkQN5A8l@^L
salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
queue_enabled
twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
v2_url	https://v2.onlinejobs.ph
replacemyself_secret_key	Kk1WpgTMkc4wBQOqC5rqCssdLhACKrsJeTtO1ywUkT4=
app	Array ( [app] => Array ( [command] => Array ( [map] => Array ( [OnlineJobs\Mailer\Command\SendEmailCommand] => OnlineJobs\Mailer\Handler\SendEmailHandler [OnlineJobs\Mail\Command\SendEmailCommand] => OnlineJobs\Mail\Handler\SendEmailHandler [OnlineJobs\Mail\Command\QueueEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueEmailPendingHandler [OnlineJobs\Mail\Command\QueueJobEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueJobEmailPendingHandler [OnlineJobs\Mail\Command\QueueUnapprovedEmailCommand] => OnlineJobs\Mail\Handler\QueueUnapprovedEmailHandler [OnlineJobs\Mail\Command\ProcessEmailQueueCommand] => OnlineJobs\Mail\Handler\ProcessEmailQueueHandler [OnlineJobs\Mail\Command\PutJobseekerEmailOnHoldCommand] => OnlineJobs\Mail\Handler\PutJobseekerEmailOnHoldHandler [OnlineJobs\Purchase\Command\RealEstateVaCourseCommand] => OnlineJobs\Purchase\Handler\RealEstateVaCourseHandler [OnlineJobs\Test\Command\HelloCommand] => OnlineJobs\Test\Handler\HelloHandler ) [middleware] => Array ( ) ) [providers] => Array ( [0] => OnlineJobs\Bus\BusServiceProvider [1] => OnlineJobs\Database\DbServiceProvider [2] => OnlineJobs\Mailer\MailerServiceProvider [3] => OnlineJobs\Support\SupportServiceProvider [4] => OnlineJobs\Employer\ServiceProvider [5] => OnlineJobs\Jobseeker\ServiceProvider [6] => OnlineJobs\Mail\ServiceProvider [7] => OnlineJobs\Postal\ServiceProvider [8] => OnlineJobs\Queue\ServiceProvider [9] => OnlineJobs\Courier\ServiceProvider [10] => OnlineJobs\Job\ServiceProvider [11] => OnlineJobs\Purchase\ServiceProvider ) ) )
meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
CONTENT_TYPE
SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.216.227
HTTP_DNT

Wolf IQ

Customer Support Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

Why is this blurred?