Customer Support Agent Role - SaaS Career Growth PH in Columbus
Career & Market Insight
This role at LevelUp sits at the intersection of customer success and technical support, making it a solid entry point into the growing B2B SaaS support ecosystem. With 1–2 years of experience required, it targets early-career professionals looking to build account management and retention skills.
Skills developed here are highly transferable:
- Customer retention and escalation handling — in demand at virtually every SaaS company.
- CRM tool proficiency (preferred but not required) — a foundational skill for Customer Success Manager (CSM) career tracks.
- Commercial lifecycle management (renewals, contract updates) — uncommon at the L1 support level, which gives this role a slight edge over typical helpdesk positions.
Compensation signals: No salary is listed, which is a mild red flag. For Philippines-based outsourcing roles of this type, market rates typically range from ₱25,000–₱45,000/month depending on experience and client complexity. Candidates should negotiate clearly before signing.
Culture signals: LevelUp emphasizes work-life balance and team well-being, and the 13th month pay + HMO are standard Philippine labor benefits — their presence here is compliant, not exceptional. The fixed 40-hour week with night shifts may affect long-term sustainability.
Green flags: 7 years in operation, diverse client base, equipment provided, exposure to U.S.-based SaaS clients. Watch for: lack of salary transparency and rigid scheduling that can lead to burnout over time.
Company Overview
LevelUp is a specialized agency offering premier outsourcing solutions to agencies, software vendors, and website owners. Over the past seven years, we have successfully partnered with diverse companies to provide exceptional technical, operational, and back-office support. Our expansive team consists of skilled, passionate professionals dedicated to delivering top-tier results for our clients.
Position Overview
As a Customer Service - Support Agent, you'll manage the full commercial lifecycle for a portfolio of customers, including renewals and contract updates, while making sure customer concerns are addressed quickly and effectively.
Reference: 2622-302609
Responsibilities
- Account Lifecycle: Manage the full commercial lifecycle for assigned customers, including renewals and contract updates, ensuring customer concerns are addressed along the way.
- Customer Support: Handle a range of customer tickets, including billing questions and product inquiries.
- Support Calls: Conduct live calls with customers to support their needs directly.
- Escalations: Serve as first-line (L1) support, escalating and coordinating with internal teams to resolve issues when needed.
Required Qualifications
- 1–2 years of proven experience in a customer-facing role.
- Demonstrated experience handling customer retention and managing escalations.
- Confidence conducting live customer calls and virtual meetings.
- Exceptional written and verbal English communication skills.
- Comfortable working scheduled night shifts to support customers in the U.S.
Preferred Qualifications
- Experience in a B2B SaaS environment.
- Hands-on experience with CRM tools.
More Information
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- The exact work schedule depends on the client you are assigned to, but is often an afternoon or night schedule — flexibility with scheduling is important.
- We have a company culture that focuses on the well-being of its team members, with a good work-life balance and respectful work environment.
- Equipment provided
- 13th month pay
- HMO (Health Maintenance Organization) coverage
Frequently Asked Questions
Is this customer support role fully remote?
What time zone are the shifts aligned to?
Is equipment provided for this remote role?
What benefits are included in this position?
Do I need B2B SaaS experience to apply?
