Customer Support Associate (WFH)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a marketplace technology platform that supports childminders and parents with a difference. They provide a complete ecosystem to support childminders and parents accelerate children’s development through play and learning inside the homes of childminders. Our client also helps families access high quality childcare with a strong focus on child development and early years learning education. They are building a vibrant community, run by their home childminders who can impact their local neighborhoods and beyond.

About the Role

As a Customer Support Associate, you are the bridge between our client, their partners, and the families they serve. You will ensure accurate recording and processing of payments while working closely with the Accounting team to maintain financial integrity. Beyond financial management, you will provide hands-on support to childminders and families—resolving queries, guiding onboarding, and assisting with childcare agreements. Your role is pivotal in enabling childminders to launch, operate, and grow their nurseries, delivering exceptional, customer-focused service every step of the way.

What you’ll do

• Working with newly registered childminders, you’ll be part of the frontline team supporting our client’s home nurseries to launch and run their settings successfully.

• You’ll be supporting childminders directly with their childcare agreements and will be on hand with any payment queries that they have, via online chat or over the phone.

• You will assist families throughout both their onboarding experience and their time using a home nursery.

• You will provide ongoing support for active placements by ensuring all care is invoiced and paid for.

• Above all, you will deliver excellent customer service to enable our childminders to run and grow their businesses.

Requirements

What You Bring

• Minimum of 1-2 years of experience in customer service, payments, or financial services.

• Bachelor’s degree in Business, Finance, Accounting or any related field.

• You have a strong customer mindset and will enjoy building strong relationships with our community

• You have a strong aptitude for numbers and don’t mind rolling your sleeves up to get into the detail

• You are able to deal with challenging customer situations

• You have a knack for explaining difficult concepts in an easy to understand manner

• You’re excited about solving problems and improving processes

• You are comfortable in a fast-paced, front line support position

• It would also be great if you had the following skills/experiences but if you don’t then please do still apply:

  • Good spreadsheet skills

  • Experience working in a fast paced customer service position

  • Comfort using a lot of different tech platforms – we’ll teach you how to use any you’re unfamiliar with, but we mainly use Airtable, Intercom, Front, Stripe, Notion, Gsuite, and some built-in-house tools.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.