High-Touch & VIP Support (Core Focus)

• Own user conversations end-to-end with fast, clear, and caring communication.
• Ensure high-value players feel prioritized, supported, and confident.
• Take full ownership of outcomes — nothing left unresolved.

Billing, Account & Issue Resolution

• Support users with payments, accounts, and transaction questions.
• Diagnose and resolve issues efficiently; escalate with full context when needed.
• Optimize for first-contact resolution and minimal back-and-forth.

Product Guidance & Documentation

• Explain Packsify features, pricing, and best practices clearly.
• Log interactions and resolutions accurately to keep teams aligned.
• Share user insights to improve product, tools, and workflows.

• Users feel genuinely valued, confident, and supported.
• Issues are resolved accurately, efficiently, and with urgency.
• VIP players trust our support and stay loyal.
• Users understand Packsify products, features, and best practices.
• Your feedback helps improve the product, tools, and workflows.

Must-haves:

• Strong communication skills: Excellent written and verbal English, with the ability to communicate clearly, politely, and professionally.
• Customer service experience: Previous experience in customer support, account management, or VIP client services.
• Problem-solving mindset: Ability to assess issues quickly, troubleshoot effectively, and escalate appropriately when needed.
• Attention to detail: Accurate in handling inquiries, documenting cases, and following internal processes.
• High empathy and interpersonal skills: Comfortable managing relationships and delivering care, patience, and responsiveness to VIP players.
• Tech-savvy: Comfortable using multiple tools, platforms, and mobile apps; able to learn new systems quickly.
• Adaptability and learning agility: Able to work in a fast-paced, evolving environment while maintaining quality and consistency.
• Team collaboration: Willing to work closely with other support agents, specialists, and cross-functional teams to resolve issues efficiently.

Bonus points if you have:

• Chinese language skills at HSK4 or above.
• Familiarity with ClickUp, Intercom, or similar support and collaboration tools.
• Experience in startups, gaming, or fast-moving consumer apps.

This role is NOT a fit if:

• You prefer slow, corporate work with minimal change.
• You want to manage or lead right away instead of learning and contributing first.
• You struggle with ambiguity or fast-paced environments.
• You aren't open to feedback or learning on the job.

This role IS a fit if:

• You enjoy learning and contributing in a fast-paced environment.
• You are comfortable handling customer inquiries with guidance and taking initiative.
• You are curious, adaptable, and eager to grow into more responsibility.
• You are open to working in situations that aren't always fully defined.

• Remote, Philippines & Malaysia
• Base salary: $10-12K USD annually + performance bonus
• Employment: Full-time, flexible time out
• Growth path: Master Packsify support processes (Year 1) → Transition to Level 2 (Year 2) → Scale into Team Lead overseeing your own support team as Packsify grows.