Customer Support Representative

Location: Remote (Philippines or SEA preferred)
Employment Type: Full-time, Long-term Contract
Shift: Night Shift (9 PM 5 AM GMT+8) after training period

Role Overview

Wuxiaworld Limited is seeking a proactive and dependable Customer Support Representative to join our remote team. The successful candidate will play a key role in ensuring that our global readers receive prompt, professional, and effective support through Freshdesk, app store reviews, and community forums. While the position is primarily customer-facing, occasional collaboration with internal teams such as development and operations will be required to resolve technical or complex issues.

Key Responsibilities

• Maintain a positive, empathetic, and professional attitude in all customer interactions.

• Monitor and respond promptly to customer inquiries across various communication channels.

• Communicate effectively with customers to address questions, concerns, or feedback.
• Acknowledge, investigate, and resolve customer complaints in a timely manner.
• Handle customer issues related to account access, billing, and refund requests

• Collaborate with internal teams to resolve bugs or technical concerns.

• Develop and maintain a comprehensive understanding of company products and services to support accurate issue resolution.

• Ensure a high level of customer satisfaction.

Ideal Candidate

• Demonstrates excellent written and verbal English communication skills.

• 1 - 2 years of relevant customer support experience.

• Background in Information Technology preferred, but not required.

• Able to work independently with minimal supervision in a startup-like environment.

• Detail-oriented, organized, and capable of multitasking.

• Willing to work night shift (after training) and adjust hours if needed, with mutual agreement.

• Familiar with Wuxiaworld.com and its features/content.

Tools & Platforms

• Primary: Freshdesk (experience preferred but not required).

• Payment & App Platforms: Stripe, Braintree, Google Play Console (experience with any is a plus but not mandatory).

• Candidates with transferable experience on other ticketing systems are welcome.

Work Setup

• Fully remote; candidates must have their own working computer or laptop.

• Reliable internet connection with at least 20 Mbps is required.

• Structured onboarding and supervision will be provided, but self-motivation is essential.

• Must be based in the Philippines

Team & Reporting

• You will be part of a 4-person team: another CS representative, a CS manager, and the operations chief.

• Direct reporting line to the Customer Support Manager.

• Expected to become productive within approximately 2 weeks.

Interview Process

1. Phone Screening: 15 - 20 minutes to validate fundamentals, communication, and cultural fit.

2. Final Interview: 60-minute video call with your Customer Support lead.

3. Offer & Negotiation: Final discussion to review fit, expectations, and compensation. A job offer may be extended during this step.

Why Join Us?

At Wuxiaworld Limited, you'll join a high-performing, focused team working on a product with a global and passionate user base. We operate in a fast-paced environment where autonomy, accountability, and technical excellence are expected. This is not a lifestyle role: we're looking for professionals who take pride in their craft, communicate clearly, and are motivated to push projects forward without constant oversight. If you're excited by challenging problems, meaningful product impact, and the opportunity to help shape a platform beloved by millions, you'll find this role fulfilling.