Customer Support Agent & Knowledge Base Builder (Zoho Desk) – Multi-Brand

ABOUT THE ROLE
Our goal is to grow this into a full-time, long-term role for the right person. We're starting with a defined project (building out our knowledge base) so we can get to know your work before ramping up hours and responsibilities. During slower periods — when ticket volume is light — you may also be asked to help with other general VA tasks (e.g., data entry, email organization, light admin work), so someone flexible and eager to take on varied work will do well here.

We're looking for a detail-oriented Virtual Assistant to build our customer support knowledge base from scratch, and then transition into answering customer support tickets directly. You'll review historical support emails across multiple brands, identify recurring customer questions and issues, and turn them into clear, well-organized help articles inside Zoho Desk. Once you're familiar with each brand's products and policies, you'll start handling live customer tickets using the knowledge base you built.

This is a great fit for someone who is organized, writes clearly in English, learns product/policy details quickly, and is comfortable both writing documentation and talking directly to customers.

WHAT YOU'LL DO

Phase 1 — Knowledge Base Build
- Review historical support emails (Zoho Mail) and past tickets, separately for each brand, to identify common customer questions, issues, and resolutions
- Categorize and tag content by topic (e.g., shipping, returns, product usage, billing, account issues), keeping each brand's knowledge base clearly separated in Zoho Desk
- Write clear, concise knowledge base articles based on real customer questions and our documented resolutions, in each brand's voice/tone
- Build and organize the knowledge base structure directly in Zoho Desk (departments, categories, sections, articles) for each brand
- Flag any gaps, outdated info, or unclear policies for our team to clarify

Phase 2 — Ticket Support (once ramped up on a brand's KB)
- Respond to incoming customer support tickets in Zoho Desk using the knowledge base as reference
- Escalate tickets that fall outside documented policies or need management input
- Update or expand knowledge base articles as new questions come up that aren't yet documented
- Cross-reference call notes from Aircall where relevant to ticket context
- Maintain consistent tone and accuracy across brands — no mixing up brand-specific policies

Other Tasks (as needed)
- During periods with lower ticket volume, assist with other general VA tasks as assigned (e.g., data entry, inbox organization, research, light admin support)

TOOLS YOU'LL BE WORKING IN
- Zoho Desk (knowledge base + support tickets, across multiple brands)
- Zoho Mail (source email history)
- Aircall (call/ticket context, as needed)
- Shopify (store context — familiarity helpful, not required)

This knowledge base also powers our customer-facing chat/self-service widget, so accuracy and clarity matter — customers and our AI assistant will both pull directly from what you write.

REQUIREMENTS
- Proven experience with customer support, data entry, email management, content writing, or knowledge base creation
- Strong written English — clear, professional, typo-free — since you'll be writing both internal docs and direct customer replies
- Experience with Zoho Desk, Zendesk, Freshdesk, Notion, Confluence, or similar help desk/documentation tools (Zoho Desk experience strongly preferred)
- Comfortable reviewing large volumes of email/ticket data and synthesizing patterns across multiple brands without mixing them up
- Prior experience answering customer support tickets/emails directly (not just back-office data work)
- Detail-oriented, quick to learn new product lines/policies, and able to work independently once given guidelines
- Reliable internet connection and availability with at least a few hours of overlap with US Eastern business hours (9am-5pm ET)

NICE TO HAVE
- Experience supporting multiple brands or accounts for the same employer/agency
- Experience with e-commerce or Shopify-based support
- Experience building a KB that also feeds a chatbot or self-service widget
- Basic understanding of support ticket categorization/tagging best practices

HOW TO APPLY
Please include:
1. A short summary of your experience with knowledge base creation AND direct customer ticket/email support
2. A sample of a help article or KB piece you've written (attach or link)
3. Your availability (hours/week) and expected monthly rate
4. Your OnlineJobs.ph English Proficiency Test score (if you haven't taken it, please do so and include your score)
5. Complete this short screening quiz: ---------- — it covers basic Zoho Desk knowledge and includes a short proofreading exercise. Takes about 15-20 minutes.

PAID TEST TASK: Shortlisted candidates will be given a small paid sample task — sorting a batch of ~50 sample emails, drafting 3 knowledge base articles, and responding to 2-3 sample customer tickets — before we finalize the hire.

JOB TYPE
Starts part ---------- -based for the initial KB build (20 hrs/week to start), with the goal of transitioning to full-time as ticket support responsibilities ramp up.

COMPENSATION
$6-7/hour (approx. $ ---------- /month at 20 hrs/week to start)

CONFIDENTIALITY NOTE
This role involves access to customer email data and direct customer contact across multiple brands. An NDA will be required before granting full customernaccess.