Customer Support Executive - Nightshift

Why this role exists
At BrightLocal, we help our customers succeed—and this role is right at the heart of that.
As a Customer Support Executive, you’ll be the person our customers rely on when they need help, clarity, or a quick solution. You’ll deliver thoughtful, timely support while making sure every interaction feels easy, human, and genuinely helpful.
You’ll also work closely with teammates across the Philippines and UK, so strong communication and collaboration matter just as much internally as they do with customers.
What you’ll be doing
Core responsibilities
Support customers via email and live chat, working to agreed SLAs and KPIs

Deliver accurate, helpful, and friendly responses that build trust and long-term relationships

Contribute to day-to-day support operations and team projects

Spot opportunities to improve processes and share ideas to make things better

Manage your workload effectively, balancing quality and efficiency

Collaborate with teammates and escalate issues where appropriate

Follow company policies, procedures, and lawful instructions from management

Use company tools and systems responsibly

Role-specific tasks
You’ll also carry out additional support tasks relevant to your role. These may evolve over time in line with business needs and your development.
How success is measured
Your performance will be assessed based on:
Quality and accuracy of responses

Customer satisfaction (CSAT)

Timeliness and ability to meet SLAs

Productivity and efficiency

Collaboration and teamwork

Compliance with company policies and standards

What we’re looking for
Minimum qualifications
Bachelor’s degree (fresh graduates welcome), or equivalent experience

At least 1 year of customer support experience (email and live chat preferred)

Skills & experience
Strong written and verbal English communication skills

Customer-first mindset with a willingness to learn

Ability to handle queries and basic escalations confidently

Good problem-solving skills and attention to detail

Ability to manage time and juggle multiple tasks

A positive, team-oriented approach

Technical skills
Familiarity with CRM or ticketing systems (training provided)

Comfortable with Google Workspace or Microsoft Office

Understanding of SLAs, CSAT, and performance metrics

Confidence using chat, email, and video communication tools

How you’ll work
We’re a remote-first team, so we trust you to manage your time and environment well. That said, a few expectations help things run smoothly:
Be available and responsive during your working hours

Maintain a secure, distraction-free workspace

Communicate proactively about availability, connectivity issues, or blockers

Provide notice for planned leave and notify your manager promptly for unplanned absences

How we expect you to show up
At BrightLocal, how you work matters just as much as what you do:
Be professional, respectful, and easy to work with

Take ownership and accountability for your work

Pay attention to detail and deliver high-quality output

Collaborate openly and support your teammates

Stay adaptable in a fast-paced environment

Be open to feedback and committed to continuous improvement

Act with integrity and maintain confidentiality at all times

Compliance & employment notes
This role is governed by applicable Philippine labor laws, including provisions on probationary employment, working hours, benefits, and due process

Any disciplinary actions will follow company policy and Philippine legal requirements

The company may update responsibilities reasonably in line with business needs, provided changes remain consistent with the role

Health, safety, and security
You are expected to:
Follow all company health, safety, and data security policies

Report any risks, incidents, or concerns promptly

Final note
This job description forms part of your employment terms and may evolve as we grow. We’ll always aim to keep things clear, fair, and aligned with both business needs and local regulations.