Job Description

We are looking for a Builder Communications Agent with a proactive and customer-focused mindset to join our team. You will play a key role in delivering a smooth experience for our customers by managing the email queue, triaging incoming requests, responding within SLA, and routing inquiries to the appropriate internal teams.

Builder Communications Agent

• Work from Home
• Mondays to Fridays | 09:00 PM to 06:00 AM (PH Time)

Key Responsibilities:

• Monitor and manage the Builder email queue throughout the day
• Respond to customer emails within established SLAs, professionally and accurately
• Triage incoming requests and determine the right course of action — handle, route, or escalate
• Route emails to the appropriate internal teams (Support, Account Managers, Implementation Specialists) when needed
• Keep communications and ticket handling organized and well-documented
• Make occasional phone calls to customers who would prefer that over email
• Complete simple, low complexity build tickets accurately and on time
• Contribute to a smooth, efficient workflow across the Builder team

Qualifications:

• Proven experience in customer service and admin support
• Excellent written English and strong professional communication skills
• Sharp attention to detail and a high level of accuracy
• Strong organizational and time management skills: you can juggle a busy queue without dropping the ball
• Comfortable working within established processes while exercising good judgment
• Able to distinguish between what to handle directly and what to escalate or hand off
• A quick learner who can get up to speed on workflows efficiently
• Experience with SOP creation or process documentation is a strong asset
• Background in customer service, email support, or administrative coordination is a must
• Experience working independently in a remote setting
• Nice to Have:
  • Experience with Hubspot - Service Hub
  • Experience in Roofing/Construction