Title : Customer Support (Tier 1) Specialist

Department : Customer and Worker Experience

Position Type : Full Time

Location : Remote (Philippines)

Job Level : Specialist

About The Company

Built In One is a revolutionary technology startup on a mission to unify, simplify, and build the future of the gig economy. We are disrupting the traditional industry by creating a seamless, app-based marketplace that connects customers with reliable, on-demand gig worker professionals. We are fast-paced, data-driven, and people-first.

About The Team

The Customer and Worker Experience department is the heartbeat of our operations. Our goal is to resolve issues quickly and sustain high satisfaction for both sides of our marketplace—our customers and our gig workers. We are the first line of defense in ensuring trust and reliability within the Built In One ecosystem.

About The Role

As a Customer Support (Tier 1) Specialist, you will be the voice of Built In One. You will handle the day-to-day interactions that keep our platform moving, specifically focusing on scheduling changes, booking issues, and resolving minor complaints. You will act as the bridge between the technology and the people who use it, ensuring a smooth experience for everyone involved.

What You'll Do

• Dual-Sided Support: Assist both customers and gig workers regarding active jobs, mediating inquiries about pairings to ensure clarity and satisfaction.
• Troubleshooting: Provide Tier 1 technical assistance for app-related concerns (login issues, feature navigation, error messages) to ensure users can successfully utilize the platform.
• Booking Management: Resolve inquiries related to booking status, order details, and payment verification.
• Scheduling Coordination: Manage schedule change requests from customers, ensuring updates are communicated effectively to the assigned workers to prevent service disruptions.
• Quality Assurance: Monitor open bookings to ensure every order is paired with a qualified and vetted gig worker professional in a timely manner.

Basic Qualifications (What You'll Need)

• Experience: Minimum of 1–2 years of experience in Customer Support, preferably in a BPO, Shared Services, or Tech Startup environment.
• Communication Skills: Excellent written and verbal command of the English language. You must be able to explain complex app processes simply and empathetically.
• Tech Savviness: Strong familiarity with mobile applications (iOS and Android) and the ability to learn new CRM/Ticketing tools (e.g., Zendesk, Intercom, Salesforce) quickly.
• Problem Solving: The ability to think on your feet. You can identify the root cause of a booking issue and offer a solution without needing a script.
• Remote Readiness: A dedicated, quiet workspace with a reliable high-speed internet connection and a working computer/laptop capable of handling support software.
• Schedule Flexibility: Willingness to work on rotating shifts, weekends, or holidays as needed to support our 24/7 marketplace.

Preferred Qualifications (Bonus Points If)

• Industry Background: Experience working for a gig economy platform (e.g., Ride-sharing, Food Delivery, Home Services apps).
• Marketplace Experience: Previous experience supporting a two-sided marketplace (dealing with both buyers/consumers and sellers/providers).
• Tool Proficiency: Prior experience using modern support tools like Intercom, Slack, and Zendesk.

Why Join Us?

• Build the Future: You aren't just processing papers or closing tickets; you are building the workforce that powers our platform and shaping the future of the gig economy.
• Autonomy: We hate micromanagement. We trust our specialists to identify bottlenecks in the support or onboarding process and empower them to suggest fixes.
• Career Growth: We are growing fast. As our supply pool grows, so does the need for leadership within the Operations team. High-performing specialists often move into Tier 2, QA, or Team Lead roles.

How to Apply

Send:

• Your resume
• A short video or voice note introducing yourself (optional but preferred)
• Your expected monthly salary

Subject line: Customer Support (Tier 1) Specialist – BIO