Customer Support Representative
External
Playbook · (remote), PhilippinesPrepare for this interview
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About the role
As Playbook grows, so does the complexity and volume of our customer support. We're looking for a Customer Support Representative based in Southeast Asia to extend our coverage into U.S. evening hours and help us maintain the high-quality, responsive experience our customers expect. This is a high-ownership role - you'll handle frontline tickets, fraud and dispute work, help center documentation, and provide hands-on support to Product team prior to new feature rollouts. Hours: ~9PM-5AM ET (9AM-5PM local) Compensation: $20,000-$35,000 USD annually
Responsibilities
- Respond to and resolve customer support tickets via Intercom
- Assist with credit card dispute resolution and fraud investigations
- Maintain and improve help center articles and internal support documentation
- Support product launches and new feature rollouts with user education and in-product messaging
- Collaborate with the broader team on escalations to Product and Engineering
Requirements
- 2-5 years of customer support experience, ideally at a SaaS or marketplace company
- Strong written English proficiency - clear, warm, and efficient
- Comfortable working independently in a remote, async-first environment
- Detail-oriented, especially when handling billing disputes, fraud cases, or other sensitive customer issues
- Familiarity with Intercom or similar support tooling is a plus
- Genuine interest in the fitness/creator space is a bonus
Benefits
Additional Information
Customer Support Representative Playbook - Remote - Southeast Asia (Philippines preferred) - Full-Time About Playbook Playbook is the #1 platform for fitness creators - the tools fitness trainers, athletes, and coaches use to scale their subscription businesses and build thriving communities. With over 210,000 paid users and 64% growth since 2023, we power everything from workout subscriptions and one-time programs to challenges, livestreams, and creator CRM. We're a fast-moving, product-obsessed team, and our Support function sits right at the center of it all.
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