Support Specialist for a Shared Team

About the Company

Aidey is an AI-first Business Process Outsourcing company — the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.

About the Position

We’re looking for a motivated, independent, can multitask, and with a strong work ethic Support Specialist for a Shared Team. The successful candidate will be part of a shared team that will support a few clients simultaneously by phone, email, and chat.

• Provide customer support by phone, email, and chat in a timely manner.
• Analyze, triage, and troubleshoot cases that need technical help and ensure that proper troubleshooting steps are done prior to escalation to the right department.
• Be proactive and take initiative in improving work processes.

Requirements

• Excellent English communication skills: verbal, writing, and reading – MUST
• A proven experience in customer support or technical support roles for at least 2 years – MUST
• Experience in supporting point-of-sale systems or property management systems for the hospitality industry – ADVANTAGE
• Experience supporting eCommerce companies that use platforms such as Shopify, WooCommerce, or ShipStation — ADVANTAGE
• Proven knowledge and experience with leading Help Desk software such as Zendesk, Freshdesk, Zoho, and Intercom – ADVANTAGE
• Able to learn quickly and multitask as we are supporting a few clients/accounts simultaneously
• Flexible to work on a shifting schedule - night shifts, overtime, and swing shifts as the team is covering 24/7 support
• Professional work environment: good quality computer, headsets, and a stable internet connection.

Benefits

• Fully remote, long-term opportunity
• Work directly with US-based teams
• Rotating Schedule
• Clear processes and structured work
• Opportunity to grow into higher-level roles