• Work from home | Long-term role | $5/hour (USD)
• Schedule: 50 hours/week
• Time zones: US or PH (assigned by Seerstone)

About the Role

• Seerstone Inc. is hiring an experienced Customer Support Agent to take ownership of customer tickets across all channels.
• Youʼll respond with clarity and empathy, resolve issues efficiently, and keep conversations neatly documented.
• You will report to our Customer Support Manager.

Responsibilities (100% ticket-focused)

• Handle customer tickets across all active channels (email, live chat, and others we use).
• Follow our SOPs, macros, and tagging rules for consistent, accurate replies.
• Meet or beat SLAs for first response and resolution times.
• Document clear internal notes; keep statuses, tags, and fields up to date.
• Escalate edge cases or policy exceptions to the CS Manager when needed.
• Close the loop: confirm resolution and ensure a positive customer outcome.

Must-Have Qualifications

• 3+ years as a hands-on customer support agent (ticket/case-based work).
• Excellent written English: clear, friendly, and concise.
• Proven reliability with schedule adherence and follow-through.
• Comfortable working $5/hour (USD), full-time (40 hrs/week).
• Flexibility to work either US or PH time zone (schedule set by Seerstone).
• Reliable computer, stable high-speed internet, and a quiet workspace.
• Proficiency with modern helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk).
• Gorgias experience is a plus.

Nice to Have

• eCommerce/DTC experience (orders, refunds, replacements, tracking, basic troubleshooting).
• Familiarity with AI assistants for drafting/polishing replies.
• Solid grasp of ticket hygiene and quality standards (CSAT, FRT, reopens).

What Success Looks Like

• Consistently meets SLA targets for First Response and Resolution Time.
• High QA scores for tone, accuracy, and policy adherence.
• Strong CSAT and low reopen rates.
• Clear documentation and reliable attendance.

Schedule

• Full-time (40 hours/week).
• Work hours will be assigned in US or PH time zone based on company needs.

How to Apply

• Please submit all three items below. Applications missing any item may not be considered.

Resume (PDF)

• Include relevant roles, channels handled (email/chat/etc.), tools used (e.g., Gorgias), and any measurable outcomes (CSAT, FRT, AHT).

Short Video Introduction (2–3 minutes)

• Tell us about:
• Your background in customer support and the channels youʼve covered.
• The helpdesk tools youʼve used (any Gorgias experience is a plus).
• A brief example of a difficult ticket you resolved and how you approached it.
• (Upload to Loom/Drive/YouTube as “unlisted” and share the link.)