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, and highly organized Support Specialist with a strong work ethic and the ability to multitask. The successful candidate will be part of a shared team that will support a few clients simultaneously by phone, email, and chat.

Responsibilities:

• 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
• 2+ years of experience in customer support or technical support roles – MUST
• Experience supporting point-of-sale (POS) systems or property management systems (PMS) within the hospitality industry – ADVANTAGE
• Experience supporting eCommerce businesses using platforms such as Shopify, WooCommerce, ShipStation, and other eCommerce tools – ADVANTAGE
• Experience using help desk platforms such as Zendesk, Freshdesk, Zoho, Intercom, and similar tools – ADVANTAGE
• Ability to learn quickly and effectively manage multiple client accounts simultaneously

Setup & Availability

• Stable internet connection (100+ Mbps) and a quiet, professional workspace – MUST
• Flexible to work on a rotating schedule, including day, mid, night, weekend, and holiday shifts, as the team provides 24/7 support – MUST

Benefits

• Above-market base
• Fully remote, long-term role — no commute, no office mandate
• Well-defined processes and structured workflows
• Real growth track: lead or specialist roles