Support Agent (North American Hours) - Remote

Overview

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.

In Short

• 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.).
• 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.
• Configure and customise client form templates using ShiftCare’s form builder tool.
• Recognise recurring issues and propose improvements to documentation and support processes.
• Stay current on product updates and industry requirements relevant to care providers.

Requirements

• Excellent English skills (both spoken and written) with a clear, neutral accent suitable for North American 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.

Benefits

• 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.