Job: Customer Support Representative
Location: Remote (Phillipines)
Start Date: Oct 1 2025
Schedule: 8 hour shifts (day/night shift, we provide 24/7 coverage with 4 agents)
Open Roles: 2 positions
Company: TxtCart - AI Powered SMS Marketing for eCommerce Brands
About TxtCart:
TxtCart is an AI-powered SMS marketing platform helping top ecommerce brands recover carts, answer product questions, and convert browsers into buyers. Our platform blends AI automation with human assistance to ensure brands can deliver real-time, high-converting customer experiences at scale. We’re now hiring a Customer Support Representative to join our Support & Success team. You’ll be the frontline in ensuring merchants have a smooth, helpful, and high-satisfaction experience as they engage with TxtCart through our live chat (Intercom).
The Role:
As a Customer Support Representative, you’ll handle inbound support requests via live chat, troubleshoot issues, guide users through workflows, and ensure they receive clear, timely responses that reflect TxtCart’s standards and voice.
You’ll be a critical part of delivering on our core support KPIs:
< 60 second First Response Time (FRT)
< 2 minute Average Resolution Time (ART)
90%+ CSAT (Customer Satisfaction Score)
Responsibilities:
Respond to inbound support chats via Intercom with speed, clarity, and empathy
Maintain consistent brand voice across conversations
Diagnose issues, escalate bugs, and work cross-functionally with product/engineering
Identify gaps in current help documentation and propose new articles or updates
Proactively request reviews from happy users and drive positive sentiment on the app store
Flag patterns and friction points in the product experience
Participate in internal meetings, team discussions, and process improvement initiatives
Maintain conversation quality standards (tone, helpfulness, accuracy, grammar)
What We're Looking For:
2+ years experience in customer support (live chat, email, or ticketing systems)
Excellent written communication: clear, typo-free, and easy to understand
Fast multitasker with strong organizational skills
Experience using tools like Intercom, Salesforce, Shopify, or similar
Ability to work independently while collaborating across teams
Detail-oriented and focused on hitting metrics without losing the human touch
Not a technical support role—no coding required, but product curiosity is a plus
Bonus if you’ve supported ecommerce brands or worked with Shopify merchants
Nice to Have:
Familiarity with AI, SMS, or martech platforms
Experience writing or managing help docs (Intercom Help Center, etc.)
Experience handling support for multiple product features or user personas
How to Apply:
Send your resume and a brief note on why you're a great fit to kb@txtcartapp.com. Bonus if you can share examples of help docs, live chat conversations (with sensitive info removed), or metrics you’ve helped improve.
