Customer Support Representative

<h2>Customer Support Representative</h2><p style="min-height:1.5em"><strong>Playbook · Remote · Southeast Asia (Philippines preferred) · Full-Time</strong></p><p style="min-height:1.5em"></p><h2>About Playbook</h2><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><h2>About the Role</h2><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"><strong>Hours:</strong> ~9PM–5AM ET (9AM–5PM local)</p><p style="min-height:1.5em"><strong>Compensation:</strong> $20,000–$35,000 USD annually</p><h2><br>What You'll Do</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Respond to and resolve customer support tickets via Intercom</p></li><li><p style="min-height:1.5em">Assist with credit card dispute resolution and fraud investigations</p></li><li><p style="min-height:1.5em">Maintain and improve help center articles and internal support documentation</p></li><li><p style="min-height:1.5em">Support product launches and new feature rollouts with user education and in-product messaging</p></li><li><p style="min-height:1.5em">Collaborate with the broader team on escalations to Product and Engineering</p></li></ul><p style="min-height:1.5em"></p><h2>What We're Looking For</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">2–5 years of customer support experience, ideally at a SaaS or marketplace company</p></li><li><p style="min-height:1.5em">Strong written English proficiency — clear, warm, and efficient</p></li><li><p style="min-height:1.5em">Comfortable working independently in a remote, async-first environment</p></li><li><p style="min-height:1.5em">Detail-oriented, especially when handling billing disputes, fraud cases, or other sensitive customer issues</p></li><li><p style="min-height:1.5em">Familiarity with Intercom or similar support tooling is a plus</p></li><li><p style="min-height:1.5em">Genuine interest in the fitness/creator space is a bonus</p></li></ul><p style="min-height:1.5em"></p><h2>Why Join</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Work directly alongside a team that's trusted as a product partner, not just a ticket queue</p></li><li><p style="min-height:1.5em">Real ownership over documentation, processes, and the customer support experience</p></li><li><p style="min-height:1.5em">Be part of a platform that helps thousands of fitness creators — from celebrity trainers to independent coaches — build sustainable businesses</p></li><li><p style="min-height:1.5em">Competitive compensation for the region with room to grow as Playbook scales</p></li></ul>