Customer Support Specialist

Description
About the Company:
Aidey is an AI-first Business Process Outsourcing company — the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.
About the Client:
The Client is a leader in HVAC/R predictive maintenance and management for small commercial buildings. They offer a unique pairing of software and services to save customers money on emergency repairs and energy bills. The technology leverages smart sensors and artificial intelligence to detect HVAC and Refrigeration issues early, and they work with a preferred network of qualified contractors to fix these issues before they lead to system failure.
About the Position:
The Support partners with the network of contractors and internal teams to deliver exceptional customer service experiences. The support is responsible for taking inbound calls from customers and assisting them to the best of their ability. The role requires prior customer service experience, with a proven ability to multitask and speak to and assist a wide range of customers.
Responsibilities:
This role presents an amazing opportunity to step up to an impactful, high-growth role and take on the following responsibilities:
Manage daily scheduling and support of contractors, emergency repair requests, maintenance visits, and other HVAC/R projects
Answer customer and contractor inquiries by phone, text, email, and web in a timely manner
Enter and manage work orders, jobs, and clients on a dispatch board using established processes
Issue purchase orders for service
Process payments
Manage customer concerns and work to resolve them efficiently and effectively
Requirements
You'll need to communicate fluently, confidently, and clearly in English at a very high level — both verbally and in writing — as this is central to the role; therefore, please ONLY apply for this position if you possess excellent English skills. — MUST
Previous customer service experience handling phone, email, and chat support – MUST
Prior experience in the HVAC or trade-related industry – MUST
Previous experience in leadership roles – BIG ADVANTAGE
Experience with Zoho tools (Zoho Desk, Zoho Books, CRM) – ADVANTAGE
Ability to multitask, prioritize, and work effectively in a fast-paced environment
Strong problem-solving skills and the ability to handle customer escalations
Strong computer and system navigation skills
Ability to quickly learn new tools and internal processes
Ability to work independently while collaborating effectively with internal teams
Strong time management and organizational skills
Positive, proactive attitude with a focus on customer satisfaction and continuous improvement
Setup & Availability
Stable internet connection (100+ Mbps) and a quiet, professional workspace – MUST
Flexibility to work a monthly rotating schedule, including day, mid, night, and weekend shifts aligned with Central Time business hours – MUST
Benefits
Above-market base
Fully remote, long-term role — no commute, no office mandate
Direct line to client stakeholders
Real growth track: lead or specialist roles

Work arrangement
Yes