Support Agent (North America)

About Shiftcare

ShiftCare is a leading SaaS provider helping disability, aged care, and allied health providers streamline rostering, scheduling, billing, and client management. Our platform enables care providers to deliver a higher standard of care while growing their businesses.

We are seeking a proactive Support Agent (North American Hours) to join our global team. This position is based in the Philippines, working remotely to provide live support coverage for our North American customers.

Key Responsibilities

Customer Support (Voice)

• Handle inbound customer queries through live chat, phone calls, and email with professionalism and empathy.
• Deliver first-call/chat resolution wherever possible, with clear, confident, and customer-friendly communication.
• Troubleshoot technical and functional product queries, escalating complex issues when required.
• Document all interactions and resolutions accurately in our support systems (Intercom, HubSpot, etc.).

Saas Product Assistance

• Guide customers through ShiftCare’s SaaS platform features, including rostering, scheduling, invoicing, and compliance.
• Provide clear, jargon-free explanations tailored to North American customers.
• Assist customers with setup queries and feature adoption.

Form Template Creation & Support

• Configure and customise client form templates using ShiftCare’s form builder tool.
• Test and validate templates to ensure data accuracy, usability, and customer requirements are met.

Continuous Improvement

• Recognise recurring issues and propose improvements to documentation and support processes.
• Share feedback with Product and Engineering to help enhance the platform.
• Stay current on product updates and industry requirements relevant to care providers.

Requirements

Essential

• Excellent English skills (both spoken and written) with a clear, neutral accent suitable for North American customers. Send a voice recording introducing yourself and how you handle customers.
• Minimum 1–2 years’ experience in SaaS support or a customer-facing technical role.
• Proven experience dealing with North American customers via phone and chat.
• Ability to work independently on a North American time zone shift (EST, CST, or PST).
• Strong problem-solving skills with a customer-first approach.
• Experience using support/CRM platforms such as Intercom, Zendesk, or HubSpot.
• Tech-savvy, quick to learn new SaaS tools and processes.

Desirable

• Experience creating or configuring digital forms or templates.
• Knowledge of the disability, aged care, or allied health sector.
• Prior experience in a remote team across global time zones.

What We Offer

• Competitive salary (Philippine-based, paid in local currency).
• Fully remote work environment.
• Opportunity to work with a growing SaaS company with global customers.
• Training and career development opportunities.
• Collaborative, supportive culture where initiative is valued.