Customer Support Executive - Nightshift
Why this role exists
At BrightLocal, we help our customers succeed—and this role is right at the heart of that.
As a Customer Support Executive, you’ll be the person our customers rely on when they need help, clarity, or a quick solution. You’ll deliver thoughtful, timely support while making sure every interaction feels easy, human, and genuinely helpful.
You’ll also work closely with teammates across the Philippines and UK, so strong communication and collaboration matter just as much internally as they do with customers.
What you’ll be doing
Core responsibilities
Support customers via email and live chat, working to agreed SLAs and KPIs
Deliver accurate, helpful, and friendly responses that build trust and long-term relationships
Contribute to day-to-day support operations and team projects
Spot opportunities to improve processes and share ideas to make things better
Manage your workload effectively, balancing quality and efficiency
Collaborate with teammates and escalate issues where appropriate
Follow company policies, procedures, and lawful instructions from management
Use company tools and systems responsibly
Role-specific tasks
You’ll also carry out additional support tasks relevant to your role. These may evolve over time in line with business needs and your development.
How success is measured
Your performance will be assessed based on:
Quality and accuracy of responses
Customer satisfaction (CSAT)
Timeliness and ability to meet SLAs
Productivity and efficiency
Collaboration and teamwork
Compliance with company policies and standards
What we’re looking for
Minimum qualifications
Bachelor’s degree (fresh graduates welcome), or equivalent experience
At least 1 year of customer support experience (email and live chat preferred)
Skills & experience
Strong written and verbal English communication skills
Customer-first mindset with a willingness to learn
Ability to handle queries and basic escalations confidently
Good problem-solving skills and attention to detail
Ability to manage time and juggle multiple tasks
A positive, team-oriented approach
Technical skills
Familiarity with CRM or ticketing systems (training provided)
Comfortable with Google Workspace or Microsoft Office
Understanding of SLAs, CSAT, and performance metrics
Confidence using chat, email, and video communication tools
How you’ll work
We’re a remote-first team, so we trust you to manage your time and environment well. That said, a few expectations help things run smoothly:
Be available and responsive during your working hours
Maintain a secure, distraction-free workspace
Communicate proactively about availability, connectivity issues, or blockers
Provide notice for planned leave and notify your manager promptly for unplanned absences
How we expect you to show up
At BrightLocal, how you work matters just as much as what you do:
Be professional, respectful, and easy to work with
Take ownership and accountability for your work
Pay attention to detail and deliver high-quality output
Collaborate openly and support your teammates
Stay adaptable in a fast-paced environment
Be open to feedback and committed to continuous improvement
Act with integrity and maintain confidentiality at all times
Compliance & employment notes
This role is governed by applicable Philippine labor laws, including provisions on probationary employment, working hours, benefits, and due process
Any disciplinary actions will follow company policy and Philippine legal requirements
The company may update responsibilities reasonably in line with business needs, provided changes remain consistent with the role
Health, safety, and security
You are expected to:
Follow all company health, safety, and data security policies
Report any risks, incidents, or concerns promptly
Final note
This job description forms part of your employment terms and may evolve as we grow. We’ll always aim to keep things clear, fair, and aligned with both business needs and local regulations.
Apply To This Job
At BrightLocal, we help our customers succeed—and this role is right at the heart of that.
As a Customer Support Executive, you’ll be the person our customers rely on when they need help, clarity, or a quick solution. You’ll deliver thoughtful, timely support while making sure every interaction feels easy, human, and genuinely helpful.
You’ll also work closely with teammates across the Philippines and UK, so strong communication and collaboration matter just as much internally as they do with customers.
What you’ll be doing
Core responsibilities
Support customers via email and live chat, working to agreed SLAs and KPIs
Deliver accurate, helpful, and friendly responses that build trust and long-term relationships
Contribute to day-to-day support operations and team projects
Spot opportunities to improve processes and share ideas to make things better
Manage your workload effectively, balancing quality and efficiency
Collaborate with teammates and escalate issues where appropriate
Follow company policies, procedures, and lawful instructions from management
Use company tools and systems responsibly
Role-specific tasks
You’ll also carry out additional support tasks relevant to your role. These may evolve over time in line with business needs and your development.
How success is measured
Your performance will be assessed based on:
Quality and accuracy of responses
Customer satisfaction (CSAT)
Timeliness and ability to meet SLAs
Productivity and efficiency
Collaboration and teamwork
Compliance with company policies and standards
What we’re looking for
Minimum qualifications
Bachelor’s degree (fresh graduates welcome), or equivalent experience
At least 1 year of customer support experience (email and live chat preferred)
Skills & experience
Strong written and verbal English communication skills
Customer-first mindset with a willingness to learn
Ability to handle queries and basic escalations confidently
Good problem-solving skills and attention to detail
Ability to manage time and juggle multiple tasks
A positive, team-oriented approach
Technical skills
Familiarity with CRM or ticketing systems (training provided)
Comfortable with Google Workspace or Microsoft Office
Understanding of SLAs, CSAT, and performance metrics
Confidence using chat, email, and video communication tools
How you’ll work
We’re a remote-first team, so we trust you to manage your time and environment well. That said, a few expectations help things run smoothly:
Be available and responsive during your working hours
Maintain a secure, distraction-free workspace
Communicate proactively about availability, connectivity issues, or blockers
Provide notice for planned leave and notify your manager promptly for unplanned absences
How we expect you to show up
At BrightLocal, how you work matters just as much as what you do:
Be professional, respectful, and easy to work with
Take ownership and accountability for your work
Pay attention to detail and deliver high-quality output
Collaborate openly and support your teammates
Stay adaptable in a fast-paced environment
Be open to feedback and committed to continuous improvement
Act with integrity and maintain confidentiality at all times
Compliance & employment notes
This role is governed by applicable Philippine labor laws, including provisions on probationary employment, working hours, benefits, and due process
Any disciplinary actions will follow company policy and Philippine legal requirements
The company may update responsibilities reasonably in line with business needs, provided changes remain consistent with the role
Health, safety, and security
You are expected to:
Follow all company health, safety, and data security policies
Report any risks, incidents, or concerns promptly
Final note
This job description forms part of your employment terms and may evolve as we grow. We’ll always aim to keep things clear, fair, and aligned with both business needs and local regulations.
Apply To This Job