Customer Support (Non-Voice) VA
A senior non-voice support specialist answers your customers by email, ticket and messaging, resolving issues accurately and on time so your queue stays clear and satisfaction scores stay high.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
Get an Instant Quote for Customer Support (Non-Voice) VA Hire
Hourly rates · No lock-in contracts
Description
A Customer Support (Non-Voice) VA handles customer enquiries through email, ticketing systems, messaging and social channels. They can troubleshoot common account, product, order and billing issues, maintain help centre content and escalate complex cases with the right context. Outsource Teams provides top 1% vetted talent with substantial written customer support experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Resolve customer tickets by email, in-app messaging and social channels within the agreed response and resolution targets.
- Triage the incoming queue in Zendesk, Freshdesk or Intercom, tagging, prioritising and routing tickets correctly.
- Write clear, accurate replies that follow the client's tone of voice and use macros only where they fit the case.
- Troubleshoot product and account issues using the knowledge base, admin tools and order or billing systems.
- Escalate bugs, refunds above authority and complaints to the right team with full context and follow them to closure.
- Maintain and improve help centre articles and macros when repeated tickets show a gap.
- Track CSAT, first-response time and reopen rates on your tickets and act on the trends.
- Document every interaction so any colleague can pick up the case without asking the customer to repeat themselves.
- Spot recurring issues and report them to product and operations with examples.
Software & Tools
Requirements
- 5+ years in written customer support, ideally for a SaaS, ecommerce or subscription business.
- Hands-on experience in a helpdesk platform such as Zendesk, Freshdesk, Intercom or HubSpot Service Hub, including macros and SLA views.
- Excellent written English with accurate grammar, a warm professional tone and the ability to explain technical steps simply.
- Typing speed of 60 words per minute or better with sustained accuracy above 95 percent.
- Comfortable handling 60 to 100 tickets a day across several channels without dropping quality.
- Experience with ecommerce or billing back ends such as Shopify, Stripe or Chargebee is an advantage.
- A stable high-speed connection and backup power at home, with a schedule that covers the client's support hours.
Frequently Asked Questions
Which channels can they support?
They can handle email, in-app messaging, social channels and helpdesk tickets, depending on the systems your business uses.
Can they troubleshoot customer issues?
Yes. They can investigate product and account problems using your knowledge base, admin tools and order or billing systems, then escalate issues they cannot resolve directly.
What systems can they work with?
They can use Zendesk, Freshdesk, Gorgias, Intercom, Help Scout and HubSpot.
How experienced are the candidates?
Candidates are expected to have at least five years in written customer support, ideally within SaaS, ecommerce or subscription businesses.
What does it cost?
Rates are listed in USD at $4 per hour for entry-level talent, $6 per hour for intermediate and $8 per hour for senior talent. There are no lock-in contracts.
Outsource Your Next Hire With Confidence
Scale your business faster with our vetted assistants from the Philippines. Start your free one week trial today and experience the difference.