Customer Support Agent

Department: Customer Support
Location: Manila
Target Start Date: ASAP
Salary Range: Competitive

Work Schedule: Monday to Friday, 9:00 AM – 5:30 PM GMT

Contract Type: Contractor

About Us

Avvoka is a leading legal technology company specializing in document automation. Our platform empowers law firms and in-house legal teams to draft, negotiate, and manage contracts more efficiently. We’re trusted by top names in the industry, enabling major deals with magic circle law firms like Allen & Overy, helping McDonald's open new chains, and licensing popular franchises with HBO and Sony. Our team is dedicated to transforming the world of contracts, balancing innovation with a sense of humour in an inclusive, collaborative culture. We’re growing quickly, evolving from a start-up to a scale-up with 20% growth in headcount and over 70% revenue growth in the past year. Join us to push the boundaries of legal technology and help redefine how the world contracts.

About You

You are a problem solver with a passion for delivering outstanding customer support. You enjoy working in a fast-paced environment where no two days are the same, and you thrive on helping users get the most out of a product. You’re a strong communicator, able to explain complex ideas in a simple, friendly, and professional manner.

You take ownership of customer issues, always following through to ensure a resolution. You’re comfortable collaborating with different teams and have a keen eye for identifying areas of improvement in both customer experience and internal processes.

Most importantly, you’re a team player who enjoys learning and growing within a company that values innovation, collaboration, and a good sense of humour!

Key Responsibilities

1. Customer Assistance & Issue Resolution

• Respond promptly to customer inquiries via live chat, email, and phone.
• Diagnose and troubleshoot technical issues, providing clear guidance to users.
• Escalate complex issues to the appropriate teams while maintaining ownership of the case.

2. Collaboration with Internal Teams

• Work closely with the tech and product teams to report and track system bugs.
• Provide user feedback to influence feature development and improvements.
• Assist the sales and onboarding teams in ensuring a smooth customer journey.

3. Continuous Process Improvement

• Identify trends in customer queries to suggest enhancements to support workflows.
• Contribute to internal documentation to improve support efficiency.
• Stay up to date with product updates and ensure accurate knowledge sharing within the team.

4. Customer Engagement & Retention

• Build strong relationships with customers by delivering excellent support experiences.
• Monitor and follow up on customer satisfaction scores and feedback.
• Advocate for customer needs internally to ensure an outstanding user experience.

5.Platform Enablement & User Support

• Empower users by working with our Customer Success and Product teams to develop clear, structured external guidance such as knowledge base articles, videos and product tours to improve user self-sufficiency.
• Proactively identify common user challenges and provide solutions to enhance the customer experience.

Person Specification

The Ideal Candidate Will Have:

• Experience in a customer support, helpdesk, or client-facing role.
• Excellent communication skills, both written and verbal.
  A problem-solving mindset with the ability to think on their feet.
• The ability to work in a fast-paced environment and manage multiple tasks.
• A proactive approach to learning and mastering new software.

The Desirable Candidate Will Have:

• Familiarity with SaaS platforms or legal technology solutions.
• Experience using customer support tools (e.g., Intercom, Zendesk, HubSpot).
• Basic technical knowledge, such as understanding APIs or troubleshooting browser issues.

Why Join Us?
At Avvoka, you’ll work with a team that’s reshaping the future of contracting within a supportive, ambitious, and engaging culture. This is an excellent opportunity to bring your skills to a growing, innovative company and make a lasting impact.