Builder Communications Agent
Position Summary:
We are looking for a Builder Communications Agent with a proactive and customer-focused mindset to join our team. You will play a key role in delivering a smooth experience for our customers by managing the email queue, triaging incoming requests, responding within SLA, and routing inquiries to the appropriate internal teams.
Job Details:
Builder Communications Agent
Work from Home
Mondays to Fridays | 09:00 PM to 06:00 AM (PH Time)
Key Responsibilities:
Monitor and manage the Builder email queue throughout the day
Respond to customer emails within established SLAs, professionally and accurately
Triage incoming requests and determine the right course of action — handle, route, or escalate
Route emails to the appropriate internal teams (Support, Account Managers, Implementation Specialists) when needed
Keep communications and ticket handling organized and well-documented
Make occasional phone calls to customers who would prefer that over email
Complete simple, low complexity build tickets accurately and on time
Contribute to a smooth, efficient workflow across the Builder team
Qualifications:
Proven experience in customer service and admin support
Excellent written English and strong professional communication skills
Sharp attention to detail and a high level of accuracy
Strong organizational and time management skills: you can juggle a busy queue without dropping the ball
Comfortable working within established processes while exercising good judgment
Able to distinguish between what to handle directly and what to escalate or hand off
A quick learner who can get up to speed on workflows efficiently
Experience with SOP creation or process documentation is a strong asset
Background in customer service, email support, or administrative coordination is a must
Experience working independently in a remote setting
Nice to Have:Experience with Hubspot - Service Hub
Experience in Roofing/Construction
Apply To This Job
We are looking for a Builder Communications Agent with a proactive and customer-focused mindset to join our team. You will play a key role in delivering a smooth experience for our customers by managing the email queue, triaging incoming requests, responding within SLA, and routing inquiries to the appropriate internal teams.
Job Details:
Builder Communications Agent
Work from Home
Mondays to Fridays | 09:00 PM to 06:00 AM (PH Time)
Key Responsibilities:
Monitor and manage the Builder email queue throughout the day
Respond to customer emails within established SLAs, professionally and accurately
Triage incoming requests and determine the right course of action — handle, route, or escalate
Route emails to the appropriate internal teams (Support, Account Managers, Implementation Specialists) when needed
Keep communications and ticket handling organized and well-documented
Make occasional phone calls to customers who would prefer that over email
Complete simple, low complexity build tickets accurately and on time
Contribute to a smooth, efficient workflow across the Builder team
Qualifications:
Proven experience in customer service and admin support
Excellent written English and strong professional communication skills
Sharp attention to detail and a high level of accuracy
Strong organizational and time management skills: you can juggle a busy queue without dropping the ball
Comfortable working within established processes while exercising good judgment
Able to distinguish between what to handle directly and what to escalate or hand off
A quick learner who can get up to speed on workflows efficiently
Experience with SOP creation or process documentation is a strong asset
Background in customer service, email support, or administrative coordination is a must
Experience working independently in a remote setting
Nice to Have:Experience with Hubspot - Service Hub
Experience in Roofing/Construction
Apply To This Job