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Customer Solutions Associate - Remote

HireframeRemote — Philippines
Remote Full-time

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Experience Level

Experience

Qualifications

• Strong proficiency in spoken and written English for effective communication.• Proven experience in managing or supervising others, especially in remote settings.• Technical proficiency with collaboration tools such as Zoom, Microsoft Teams, and Google Meet.• Exceptional communication skills, particularly in high-pressure situations.• Demonstrated organizational skills and self-motivation with the ability to manage multiple tasks.• Willingness to learn new platforms and tools relevant to the role.• Availability for Eastern Time (ET) work hours with some flexibility.

About the job

Team Oversight

• Manage and mentor a team of two part-time Virtual Assistants providing live session support.

• Establish work schedules, communicate objectives clearly, and evaluate task performance.

• Act as the primary contact for resolving scheduling conflicts, technical challenges, or coverage gaps.

• Provide additional live session support as needed during high-demand periods.

Live Research Support (As Needed)

• Join online sessions ahead of time to ensure all technical aspects are ready for participants and moderators.

• Troubleshoot common technical issues, including internet connectivity, video, audio, and screen sharing problems.

• Initiate recordings and monitor session launches to guarantee technical success.

• Respond promptly to team communications or technical interruptions during sessions.

UX Tool Troubleshooting & Summarization

• Investigate and document any issues within the UX tool used for live sessions.

• Escalate unresolved or recurring issues to the Product or Engineering teams.

• Compile and communicate findings in clear, written reports for internal team review and action.

Administrative & Operational Support

• Assist the Customer Solutions Manager and Associate Director with various administrative tasks.

• Help with internal documentation, scheduling, meeting notes, and follow-up actions.

• Take responsibility for routine tasks to enable leadership to focus on higher-level priorities.

• Aid in maintaining knowledge base materials and organizing process improvements.

Requirements

• Proficient in both spoken and written English, as you will interact with internal teams and occasionally clients.

• Prior experience in managing or supervising others, particularly in a remote or part-time capacity.

• Comfortable using tools such as Zoom, Microsoft Teams, Google Meet, and screen sharing platforms.

• Ability to communicate calmly and clearly under pressure or in fast-paced environments.

• Highly organized and self-motivated, capable of managing multiple responsibilities simultaneously.

• Eager to learn and adapt to new internal tools and platforms (UX tool, Zendesk, Jira, Confluence).

• Must be available to work during Eastern Time (ET) hours, with a flexibility of up to 2 hours.

Benefits

At Hireframe, we provide flexible nearshore and offshore staffing solutions as a remote-first organization with a diverse team across the United States, Mexico, and the Philippines. Our comprehensive benefits package includes:

  • Permanent remote work flexibility
  • Paid Time Off
  • Health Maintenance Organization (HMO) coverage
  • Annual performance bonuses
  • Dedicated coaching for skill enhancement
  • Opportunities for professional advancement

Join us at Hireframe, where we prioritize a supportive environment that encourages professional growth and success for all team members.

About Hireframe

Hireframe specializes in providing innovative staffing solutions, embracing a remote-first philosophy with a diverse team spread across the United States, Mexico, and the Philippines. We are committed to fostering a work environment that promotes personal and professional growth, ensuring that all our team members thrive.

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