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Support AgentShiftCare • Philadelphia, PA, US
Support Agent

Support Agent

ShiftCare • Philadelphia, PA, US
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Support Agent (North American Hours)

ShiftCare is a leading SaaS provider helping disability, aged care, and allied health providers streamline rostering, scheduling, billing, and client management. Our platform enables care providers to deliver a higher standard of care while growing their businesses.

We are seeking a proactive Support Agent to join our global team. This position is based in the Philippines, working remotely to provide live support coverage for our North American customers.

Key Responsibilities

  • Handle inbound customer queries through live chat, phone calls, and email with professionalism and empathy.
  • Deliver first-call / chat resolution wherever possible, with clear, confident, and customer-friendly communication.
  • Troubleshoot technical and functional product queries, escalating complex issues when required.
  • Document all interactions and resolutions accurately in our support systems.
  • Guide customers through ShiftCare's SaaS platform features, including rostering, scheduling, invoicing, and compliance.
  • Provide clear, jargon-free explanations tailored to North American customers.
  • Assist customers with setup queries and feature adoption.
  • Configure and customize client form templates using ShiftCare's form builder tool.
  • Test and validate templates to ensure data accuracy, usability, and customer requirements are met.
  • Recognize recurring issues and propose improvements to documentation and support processes.
  • Share feedback with Product and Engineering to help enhance the platform.
  • Stay current on product updates and industry requirements relevant to care providers.

Requirements

  • Excellent English skills (both spoken and written) with a clear, neutral accent suitable for North American customers.
  • Minimum 12 years' experience in SaaS support or a customer-facing technical role.
  • Proven experience dealing with North American customers via phone and chat.
  • Ability to work independently on a North American time zone shift (EST, CST, or PST).
  • Strong problem-solving skills with a customer-first approach.
  • Experience using support / CRM platforms such as Intercom, Zendesk, or HubSpot.
  • Tech-savvy, quick to learn new SaaS tools and processes.
  • Experience creating or configuring digital forms or templates.
  • Knowledge of the disability, aged care, or allied health sector.
  • Prior experience in a remote team across global time zones.

    • What We Offer

  • Competitive salary (Philippine-based, paid in local currency).
  • Fully remote work environment.
  • Opportunity to work with a growing SaaS company with global customers.
  • Training and career development opportunities.
  • Collaborative, supportive culture where initiative is valued.
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    Support Agent • Philadelphia, PA, US

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