Customer Service Representative

Job Description

Please read the full job description before applying. GrandShipper is a U.S.-based startup software company that enables individuals and businesses to print United States Postal Service (USPS) shipping labels. The company has experienced over 800% year-over-year growth and was founded by a Filipino-born American. We are looking for a reliable and customer-focused Customer Service Representative to support onboarding, resolve customer issues, and help users successfully use our platform. Your goal: help customers get started quickly, resolve issues efficiently, and remain engaged with our software. Important: Time management and screenshots will be tracked via the HubStaff application. This is non-negotiable for it is required by U.S. Taxation Laws. If you do not feel comfortable with this requirement, please do not apply. Proficiency in English both writing and speaking, is mandatory Working hours are between 8 am - 5 pm EDT (U.S. / New York Timezone) This is a 100% Work From Home position. Key Responsibilities Support new and existing customers through onboarding, account setup, and first label printing via email, chat, or phone. Troubleshoot and resolve printing, integration, and basic technical issues with clear, step-by-step guidance. Educate customers on platform features, shipping options, and best practices to improve activation and retention. Track customer interactions, follow up with inactive users, and escalate recurring issues to internal teams. Qualifications 2–3 years of experience in customer success, account management, or retention . Experience with SaaS, e-commerce, or digital platforms is a plus. Strong written and verbal English communication skills. Patient, empathetic, and solution-oriented approach. Comfortable using CRM systems and internal tools. Bachelor’s degree in Business, Marketing, Communications, or a related field preferred. Preferred Skills: Experience in onboarding customers to software or online platforms. Familiarity with shipping, logistics, or e-commerce tools. Ability to analyze basic customer usage or activity data. Experience handling escalations or retention-related concerns. Strong documentation and follow-up skills. Other: 90 day probationary period Strongly suggest reviewing our website www.grandshipper.com and our competitors like www.stamps.com and www.pirateship.com. Candidates who demonstrate basic product research during the interview will have an advantage. If interested, please send your resume directly to admin@grandshipper.com Pay: Php26,000\.00 - Php32,000\.00 per month Benefits Work from home Application Question(s): Preferred: Night shift. Must be willing to work on a night shift schedule. Education: Bachelor's (Preferred) Experience: Customer support: 2 years (Preferred) Technical support: 2 years (Preferred) Language: English (Required) Work Location: Remote