Customer Support Representative - 12h Shift

_Please submit your CV in English._ 🌍 Global SaaS Company | $28M Series B Investment 🚀 Structured mentorship & upskilling 📍 Remotely from Manila, Philippines 💰 Compensation consists of base salary (±600EUR) and a monthly bonus (up to 20%; 80/20 split) based on productivity and CSAT **💻 Working Hours:** 9AM-9PM CET (3:00 PM – 3:00 AM PST) Saturday/Sunday/Monday/Tuesday **The Challenge Ahead** - As part of the Customer Support L1 team, you’ll be the person customers rely on when something isn’t working as expected. Your job is to investigate, understand the root cause, and guide customers clearly and confidently. - We’re looking for people who love to figure things out - people who notice patterns, enjoy breaking problems into pieces, and can explain technical issues in a simple way. - This role is perfect for someone who has always been a bit geeky: - You can handle basic computer troubleshooting - You’re comfortable navigating system settings - You enjoy understanding how things work - You aren’t afraid to dig into logs, connection tests, or edge cases - No previous VOIP experience is required — we'll teach you everything. What matters most is logic, curiosity, and problem-solving. **What You’ll Do** - Provide top-tier technical support via chat and email - Investigate call flows, connectivity problems, audio quality issues, device setups, and configuration errors - Diagnose VOIP-related problems (latency, jitter, firewalls, ISP behaviours, etc.) - Inspect logs, replicate issues, and gather data for deeper analysis - Handle a high volume of conversations with accuracy and focus - Document troubleshooting steps and contribute to our knowledge base - Represent CloudTalk with empathy, clear communication, and ownership **Who We’re Looking For** 🧠 **A Logical Thinker:** You enjoy solving puzzles, identifying root causes, and structuring your thoughts clearly. 🛠 **Tech-Savvy & Curious:** You’re not afraid of system settings, connection tests, or exploring how features work. You don’t need to be an engineer - but you should be someone who can dig in. ⚡ **Problem-Solver With Ownership:** You measure success by problems solved, not ticket volume. You are proactive, responsible, and want to get things right. 💬 **Strong Communicator:** Clear English (C1). Spanish is a plus. 🤝 **Team Player Who Shares Knowledge:** We appreciate people who help others learn - curiosity and collaboration are part of our culture. **About CloudTalk** CloudTalk is THE **global AI-powered business calling platform**, trusted by **30,000+ professionals** at companies like **Nokia**, **Revolut**, **Glovo**, and **Uber**. We’re building the world’s **most capable AI business calling software** available in **160+ countries** — helping businesses have more and better calls every day. Backed by **$35.3M in funding** from leading investors, including KPN Ventures, Point Nine, and HenQ, we're investing in **making AI native to every conversation**. We're a ~ **200-person team** that values **growth**, **innovation**, **teamwork**, **customer focus**, and **human connection**. We move fast, build for the future, and care deeply about creating products — and a culture — that people genuinely love. **Why Join CloudTalk** 🤖 **Be Part of a Global Tech Product:** Support a modern cloud communication platform used by 4,000+ sales & support teams - from fast-growing scale-ups to enterprise players. 💡 **Meaningful Technical Work:** Learn real VOIP fundamentals, call routing, number provisioning, latency issues, connectivity troubleshooting, system behaviours and platform logic. 🚀 **Growth Paths Support:** This role is intentionally built as a stepping stone for future technical careers at CloudTalk: - Shift Lead, QA Lead - Product: L2 Engineer, Technical Consultant, Integration Specialist - Customer Success: Customer Success Manager **Hiring Process** 1. Quick Video Interview 2. Assignment: Have a look into our platform 3. Role Deep Dive: Meet your future team 4. Culture Bar Raiser Call – Explore your potential to raise the bar in adaptability, ownership, and continuous improvement 🎯 Offer! **Benefits Provided** Growth: 💡 1-1 Coaching sessions with our resident communications advisor 📚 Learning and Development Budget Flexibility: 🏖 Unlimited Paid Time Off 🎗️ Volunteering Days Well-being: 🏖Recharge Fridays once per quarter 🏋🏼‍♀️Multisport Card Connectedness: 💲 Referral bonuses 👥 Virtual & physical team buildings 👕 Company merchandise _By submitting your application, you acknowledge that Cloudtalk will process your personal data based on Cloudtalk’s legitimate interest in finding the most suitable candidate and a pre-contractual relationship with you. For more information on how Cloudtalk processes your personal data, please refer to our_ [_Privacy Notice_](https://www.cloudtalk.io/privacy-policy-and-gdpr-faq/#:~:text=CloudTalk%20reserves%20the%20right%20to,and%20integrity%20of%20Your%20data.) _._