Tier-1 Support Specialist (B2B Tech Startup)

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

TYPE OF WORK

Full Time

SALARY

$1300

HOURS PER WEEK

40

DATE UPDATED

Sep 21, 2026

JOB OVERVIEW

Remote (Philippines) | Full-time | US business hours (EST or CST)
Reports to: Head of Tier-1 Support
Compensation: Base $1300/mo USD + Bonus applied as well

READ THIS FIRST: A self-recorded Loom video is required to apply.
No Loom, no review. Details at the bottom.

You are the first person a customer talks to, across email, live chat,
Slack Connect, inbound texts, and the occasional quick call. Your job is
to answer fast, solve most of it yourself, and hand off the rest so
cleanly that the customer never has to repeat themselves.


ABOUT PROJECT BLUE

Project Blue lets businesses send blue-bubble iMessages and SMS straight
from their CRM. No A2P registration delays, dedicated lines, intelligent
SMS fallback, HD media, and voice memos. Built for HighLevel and
integrated with HubSpot, Close, and others. We serve sales teams,
coaching groups, agencies, and high-ticket sales operations who need a
channel that actually gets replies.


WHAT YOU'LL DO

Own the front line of the queue
- Monitor the Plain queue across every active channel: email, chat, and
Slack Connect.
- Acknowledge every inbound ticket, even when the actual fix will take
longer.
- Hit first-response targets consistently: under 5 minutes on chat and
Slack Connect, under 1 hour on email.

Route CRM messages into Plain
- Watch inbound text messages in the CRM for support-related requests.
- Convert them into Plain tickets so all support activity is tracked in
one place.
- Log the original channel and customer details on every ticket you
create.

Resolve Tier-1 issues end to end
- Solve common and FAQ-type issues using the knowledge base and help
center.
- Walk customers through basic configuration, settings, and standard
workflows.
- Resolve 70%+ of all tickets without escalating to a CSM.
- If it isn't solved in 15 minutes, escalate. Don't keep grinding on it
solo.

Escalate cleanly to CSMs
- Hand off with full context: what the customer asked, what you tried,
where it stands now.
- Tag the ticket with the account owner (CSM name) before escalating.
- Escalate billing questions, churn signals, and expansion interest
immediately. Don't attempt those yourself.

Run Slack Connect
- Monitor and respond across all Slack Connect channels.
- For larger CSM-managed accounts, surface the message and route it to
the CSM.
- Never leave a Slack Connect channel unacknowledged for more than 30
minutes during work hours.

Hop on support calls when it's faster
- Jump on a quick call when a live walkthrough will resolve something
faster than a thread.
- This is support, not account management. You're not owning the
relationship like a CSM does.

Handle port-in and port-out requests
- Be the first point of contact for all number porting, inbound and
outbound.
- Port-in: collect account number, PIN, current carrier, and numbers to
port. Confirm eligibility, then submit or coordinate submission with
the relevant internal team.
- Port-out: verify the request comes from an authorized contact, confirm
the customer understands the service implications, then process or
route accordingly.
- Set clear timeline expectations up front. Porting is rarely instant.
Communicate status proactively.
- Loop in the CSM before proceeding on large accounts or anything with
churn implications.
- Log every porting request in Plain with numbers, carrier details, and
current status. Never let one sit more than 24 hours without an update.

Keep numbers compliant
- Handle First Orion and Hiya registrations for new and existing numbers
provisioned to accounts, so customer traffic doesn't get flagged as
spam.

Tag everything, without exception
- Tag every ticket by category, severity, and feature area. 100%
compliance.
- Accurate tagging is how the whole team spots product gaps and
recurring pain points, so this isn't busywork.

Improve the docs as you go
- Resolve something the docs don't cover? Write it up.
- Maintain and update existing help center articles as the product
changes.
- Record a Loom when a visual explanation beats a wall of text.
- Share messaging best practices with customers where it helps them get
more out of the product.


HOW WE MEASURE THE ROLE

First response, chat & Slack Connect .......... under 5 minutes
First response, email ......................... under 1 hour
Slack Connect acknowledgment (work hours) ..... under 30 minutes
Tickets resolved without CSM escalation ....... 70%+
Solo troubleshooting before escalating ........ 15 minutes max
Ticket tagging compliance ..................... 100%
Max idle time on an open porting ticket ....... 24 hours


WHAT WE'RE LOOKING FOR

- Comfortable in CRMs: HighLevel, HubSpot, Close, or similar.
- Experience with a modern support platform. We run on Plain.
- Familiar with project management tools like Linear.
- Technically curious and AI-native. You reach for automation instead of
doing the same manual thing twice.
- Clear, warm written communication under time pressure.
- Strong spoken and written English. You'll be on calls with US
customers.
- Good judgment on when to solve and when to escalate.
- Genuinely organized. Tagging, logging, and follow-ups don't slip.
- Happy to get on a call and walk someone through it.

A real part of this job is improving it. A lot of our support workflows
can be automated or streamlined, and we want someone who spots those
opportunities and builds the fix rather than absorbing the busywork.


NICE TO HAVE

- Telecom or number-porting experience (LOAs, carrier coordination, port
rejections).
- Familiarity with A2P 10DLC, First Orion, Hiya, or caller-reputation and
spam-labeling work.
- Running support through Slack Connect with B2B accounts.
- Writing help center articles or recording Loom walkthroughs.


THE DETAILS

Location .......... Remote (Philippines)
Hours ............. US business hours, EST or CST
Reports to ........ Head of Tier-1 Support
Employment type ... Full-time
Compensation ...... [TBD]
Core tools ........ Plain, Slack, Linear, HighLevel / HubSpot


=====================================================================
THE LOOM VIDEO IS NOT OPTIONAL
=====================================================================

We do not review applications without a self-recorded Loom video.
Not "we prefer one." Not "it helps." We will not open your resume.

If you send a resume with no Loom, your application is closed without
a reply. If you send a link to a video someone else recorded, or a
pre-made showreel, or an AI-generated presenter, same outcome.

Why: this role is customer-facing. You will be on live chat, Slack
Connect, and calls with US businesses, often while they're already
frustrated. The fastest way for us to see how you communicate is to
watch you communicate. It's also how we filter out mass-applicants and
find the people who actually read the posting.

Record it yourself, on camera, in one take. Unpolished is fine.
We're not judging your lighting.


HOW TO APPLY

Send all three of the following to ---------- missing any of the three will not be reviewed.

1) Your resume.

2) A short written note about a time you took a messy, repetitive
support process and made it better. That's the part of this role we
care most about.

3) A 2-3 minute Loom video, recorded by you, with your camera on,
covering:
- Who you are.
- Your relevant support experience.
- How you'd handle a customer who is frustrated and escalating over
a delayed number port. Talk us through what you'd actually say.

Paste the Loom link directly in your email body. Make sure the link
is publicly viewable. We won't chase you for access.

Subject line: Tier-1 Support Specialist - [Your Name]

SKILL REQUIREMENT
Customer Support Chat Support Technical Support
VIEW OTHER JOB POSTS FROM:
SHARE THIS POST
facebook linkedin
  BENCHMARKS  
Loading Time: Base Classes  0.0011
Controller Execution Time ( Jobseekers / Job )  0.0202
Total Execution Time  0.0220
  GET DATA  
No GET data exists
  MEMORY USAGE  
1,535,896 bytes
  POST DATA  
No POST data exists
  URI STRING  
jobseekers/job/Tier-1-Support-Specialist-B2B-Tech-Startup-1735374
  CLASS/METHOD  
jobseekers/job
  DATABASE:  onlinejobs (Jobseekers:$db)   QUERIES: 13 (0.0126 seconds)  (Hide)
0.0004   SELECT *
                                FROM exrates
                                WHERE rate_name = 'USD-PHP' 
0.0004   SELECT *
FROM `employer_jobs`
WHERE `job_id` = 1735374
 LIMIT 1 
0.0004   SELECT *
FROM `employers`
WHERE `employer_id` = 696382
 LIMIT 1 
0.0004   SELECT COUNT(*) AS `numrows`
FROM `t_thread` `t`
LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id`
WHERE `t`.`job_id` = 1735374
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('2026-09-27',ej.date_added) duration_days, DATEDIFF('2026-09-27',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('2026-09-27',ej.date_added) <= 14 ))
                                   AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1735374' 
0.0004   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1735374 
0.0015   UPDATE employer_jobs SET hit_counts = '***Sep-21-2026=264***Sep-22-2026=446***Sep-23-2026=136***Sep-24-2026=103***Sep-25-2026=71***Sep-26-2026=41***Sep-27-2026=1' WHERE job_id= '1735374'  
0.0006   UPDATE employer_jobs SET monthly_hits = '***Sep-2026=1062' WHERE job_id= '1735374'  
0.0012   SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1735374' AND status LIKE 'sent%' ORDER BY id DESC  
0.0004   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1735374 
0.0057   SELECT COUNT(*) AS `numrows`
FROM `employer_jobs`
WHERE `employer_id` = '696382'
AND `date_added` >= '2022-06-08' 
0.0004   select * from teasers 
0.0004   SELECT * FROM skill_categories WHERE skill_cat_id='' 
  HTTP HEADERS  (Show)
  SESSION DATA  (Show)
  CONFIG VARIABLES  (Show)