Customer Service Representative - Customer Success (Philippines, Remote)

Location: Remote, Philippines | Full-time | $10-15k

Travel: Occasional local/overnight travel may be required, including some travel by air

Hi, I’m Regina, the Customer Service Supervisor at WebPros, and your future manager. We’re building a team of resilient, service-oriented problem solvers who are passionate about helping customers succeed. If you thrive in a fast-paced, remote-first environment where no two days are the same, and where your communication skills are just as important as your technical know-how, this could be the right place for you.

We’re hiring a Customer Service Representative to be the first line of support for customers across our brands. You’ll handle a variety of requests—from product questions to technical troubleshooting—always with empathy, clarity, and attention to detail. Your role is critical to creating a seamless, helpful experience that builds trust and loyalty with our users.

You’ll thrive in this role if you’re proactive, self-directed, and calm under pressure. We operate across time zones and communicate asynchronously, so strong writing skills and time management are a must. You’ll be empowered to take ownership, spot patterns, and suggest improvements, not just solve tickets.

You might struggle here if you prefer highly structured processes, need step-by-step guidance, or find rapid change frustrating. We value adaptability, curiosity, and a strong sense of personal accountability.

If that sounds like a match, keep reading. Below, you’ll find everything you need to decide if this role is right for you—from how we work and what we value to the specifics of the position and our hiring process. We believe in transparency, so we’ve put in the effort to give you a real, inside look at what it’s like to work at WebPros.

About WebPros

WebPros is committed to empowering businesses worldwide through cutting-edge solutions in web hosting, billing automation, infrastructure, server management, and online marketing. Since our founding in 2017, we’ve rapidly grown into a global leader, expanding our robust portfolio to include industry-defining brands such as cPanel & WHM, Plesk, WHMCS, SolusVM, NIXStats, XOVI, SocialBee, and Sitejet.

Today, we power 85 million+ websites across 900,000+ servers worldwide, backed by a 600+ strong team of dedicated professionals spanning multiple continents. At WebPros, we embrace a fully remote, borderless workplace with a focus on flexibility, autonomy, and work-life balance. Whether you prefer working from a bustling city hub or a quiet home office, we enable our teams to thrive from anywhere while staying deeply connected through our strong collaborative culture.

Your Role

As a Customer Service Representative, you’ll be responsible for responding to requests from customers via ticket, phone, chat, and email to provide guidance on many different issues, including licensing, billing, account requests, and general inquiries. You are expected to understand the needs and goals of our customers and be able to provide guidance based on those goals. As a member of the Customer Service Team, individuals in this role are also expected to contribute to department projects, communicate issues and feedback to the Customer Service Supervisor, meet individual performance metrics, and, most of all, always operate with a customer-first approach. Customer Service Representative Level I employees should be eager to learn and take on new challenges as they aim to become cPanel experts.

Your Objectives

• Respond to customer requests received via chat, phone, ticket, and email in a timely manner that meets the standards of our Service Level Agreement
• Meet department performance metrics, including Customer Satisfaction, First Response Time, Average Unique Tickets, and Occupancy
• Collaborate with members of the Customer Service Team and other departments to complete projects and satisfy customer requests
• Handle Customer Service specific processes such as store-to-partner conversions, processing orders, licensing requests, and billing inquiries
• Understand and support multiple products, including cPanel, Plesk, and other WebPros offerings
• Actively participate in team meetings to provide feedback on trending issues, department needs, and product improvements
• Regularly take on continued learning assignments to help increase knowledge of cPanel, Plesk, and other WebPros products and processes
• Contribute to company and department documentation efforts
• Adhere to the policies and procedures of the company
• Exemplify the Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun
  
  

Your Eligibility Requirements

• High School Diploma or equivalent
• At least one year of relevant customer service experience
• Working knowledge of standard customer service protocol
  
  

Your Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Written Communications: Superior written communication skills required; ability to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation
• Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings
• Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all levels of employees in a professional and effective manner
• Research Skills: Able to gather data, facts, and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures, or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring
• Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information
• Time Management: Strong organizational skills, able to prioritize and to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner
• Business Acumen: Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiency
• Results Driven: Able to follow through on assignments to achieve company and departmental goals
• Adaptability: Able to adapt to changes in the work environment, manage competing demands, and able to deal with frequent change, delays, or unexpected events
• Problem-solving Skills: Able to take a logical approach to address problems or opportunities or manage the situation at hand by drawing on one’s knowledge and experience
• Attention to Detail: Able to accomplish a task with concern for all the areas involved, carefully monitoring the detail and quality of own work
  
  

Your Customer Service Skills

• Ability to explain technical issues clearly and with sufficient detail
• Understand that everything we communicate to the customer makes a difference in making the customer happy
• Positive and friendly attitude even when dealing with difficult customers or customers with a lack of technical knowledge
• Ability to acknowledge limits in knowledge and seek assistance when necessary
• Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
• Excellent at communicating over the phone and handling phone systems.
  
  

How We Work

• Team & Communication: Remote-first and async-friendly team based in the Philippines, collaborating closely with Account Managers and Technical Support. We operate across time zones with weekly team syncs, 1-on-1s, and clear written communication via Slack to minimize meetings and protect deep focus time.
• Ownership & Autonomy: We operate with a high degree of trust. Team members are expected to take initiative, manage their time effectively, and contribute independently while remaining connected to cross-functional peers.
• Processes & Collaboration: Continuous feedback and collaborative problem-solving. We value flexibility, accountability, and constructive discussion over rigid process.
• Tools & Technologies: Zendesk, JIRA, Looker, and internal tooling. You’ll work with industry-standard platforms and internal systems tailored to our products and workflows.
• Quality Standards & Reliability: We maintain high-quality support through detailed documentation, thorough escalation protocols, and a strong feedback loop with Product and Engineering. Continuous improvement and knowledge sharing are part of our DNA.
• Work Environment & Expectations: Our environment is dynamic and customer-driven. cPanel operates 24/7, and while we aim to maintain predictable schedules, occasional nontraditional or extended hours (including weekends) may be required. You may work from home, in an office setting, or from third-party locations during training. Noise levels are generally low to moderate.
• Travel: Occasional local and overnight travel may be required, including some travel by air.
  
  

Our Culture

WebPros is built on diversity, not just in principle but by design. We’ve grown through acquiring industry-leading brands, bringing together teams from 42+ nationalities, 20+ countries, and 10+ brands. Instead of enforcing a one-size-fits-all culture, we embrace unique perspectives, different working styles, and localized expertise to drive global innovation.

We are a fully remote, async-friendly company where transparency, open communication, and collaborative problem-solving define how we work. Whether you thrive in the fast pace of a startup or the stability of an established product, WebPros offers a dynamic, evolving career journey that you can shape based on your strengths.

We are committed to fostering an inclusive, equitable workplace where every team member feels valued, heard, and supported because our diversity is our strength.

Compensation & Benefits

We believe benefits go beyond just perks. At WebPros, we invest in your growth, flexibility, and well-being, so you can do your best work and build a meaningful career. While we strive to provide equal global benefits for all team members, some may vary by location, and we’ll clarify the details with you during the interview process.

• Competitive Salary: $10-15k (gross annually)
• Remote-first flexibility: Work from anywhere in the Philippines.
• Private Health Insurance: Top-notch private health coverage with for example Allianz.
• Paid Time Off: 20 days of annual leave.
• Meal Vouchers: Meal Allowance and Rice Subsidy included.
• Statutory Benefits: SSS, Pag-ibig, Philhealth
  
  

Your Hiring Experience

Hi, I’m Florian, your Talent Partner for EMEA at WebPros. I’ll guide you through the interview process, ensuring a clear, transparent, and meaningful experience. Before moving into talent and culture, I was a software engineer, so I understand what it’s like to navigate technical hiring. My goal is to make this process a genuine, two-way conversation where you feel informed, valued, and empowered to make the best decision for your career.

Hiring is about relationships, not just resumes. You can expect honest, constructive feedback at every step, and I welcome yours as well. No matter the outcome, I want this to be a positive and insightful experience. If you’d like to connect, feel free to reach out on LinkedIn.

Interview Process

• Screening Interview (30 min): A conversation with Florian to get to know each other and introduce you to WebPros, our culture, and your potential team. We’ll discuss your motivation, career aspirations, and how your experience aligns with the role while giving you as much insight as possible into what to expect.
• Hiring Manager Interview (45 min): Discussion with Regina to assess team fit, self-reliance, technical alignment, and problem-solving skills.
• Offer Talk (30 min): Final conversation with Regina and Florian to review offer details and answer any remaining questions.
  
  

Our Commitment to a Diverse & Inclusive Culture

At WebPros, we want every team member to feel excited to bring their full, authentic self to work. Our strength lies in the diversity of our people, with different backgrounds, perspectives, and experiences driving innovation and making us stronger together.

We are committed to ensuring equitable opportunities, pay, and support for all employees, regardless of identity, background, or circumstances. We foster a culture of belonging, respect, and psychological safety, where everyone feels valued, heard, and empowered to contribute meaningfully and grow.

Discrimination of any kind, including sexism, racism, xenophobia, homophobia, transphobia, ableism, and ageism, has no place here. By embracing differences and championing inclusivity, we create an environment where everyone can thrive.

We are looking forward to your application!

Best,

Regina & Florian