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