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.