Product Support Associate - Philippines (Pacific Time Shift: 4 PM – 1 AM PT)

About OpenSesame

OpenSesame is transforming workforce development with an AI-powered marketplace of 60,000+ skill-building courses and learning pathways. We help organizations build skills and stay compliant through a high-quality content catalog, seamless LMS/LXP integrations, and advanced capabilities like skills-based curation and multilingual content creation. More than 2,000 companies, including 150+ of the Global 2000, rely on OpenSesame to develop the world’s most productive and admired workforces.

Learn more: www.opensesame.com/about

About the Team: 

At OpenSesame, delivering exceptional customer experiences is core to who we are. Our Product Support team, part of the Product organization, builds trusted relationships by taking ownership and going beyond expectations. We’re a tight-knit, collaborative group known for creative problem-solving and a customer-first mindset. If you're a proactive, curious thinker who thrives in a fast-paced environment and brings fresh ideas with a positive attitude, we’d love to meet you.

About the Job: 

We’re looking for an experienced Customer Support professional to join our growing team! Great support goes beyond quick fixes—it’s about identifying root causes and driving long-term solutions. In this role, you’ll respond to customer inquiries via email, chat, and phone, while collaborating with cross-functional teams to resolve issues and continuously improve the customer experience. 

You’ll leverage AI-enhanced support tools—like Zendesk AI, macros, and automation features—to streamline workflows, surface insights, and deliver faster, more consistent service.

Performance Objectives: 

30 Days

• Begin providing support to customers via chat and email, helping troubleshoot technical issues related to OpenSesame’s learning platform.
• Complete onboarding through 1:1 training, internal documentation, and eLearning courses to build foundational product knowledge.
• Learn how to ask effective questions, document issues clearly, and escalate cases appropriately when they exceed your current expertise.
• Apply your prior experience with AI-powered support tools—such as bots, macros, or suggested replies—to begin enhancing response quality and efficiency within our support workflows.
• Demonstrate strong written communication skills and a proactive mindset, actively seeking out answers and filling knowledge gaps as they arise.

60 Days

• Independently manage a queue of 45+ support tickets, applying technical troubleshooting skills to resolve a wide range of product and course-related issues.
• Conduct product and course testing, coordinating with course publishers to diagnose and resolve problems.
• Participate in cross-functional meetings with teams like Product, Sales, and Curation to ensure customer needs are addressed collaboratively.
• Continue leveraging your knowledge of AI-driven support tools to streamline workflows, reduce resolution time, and deliver consistent customer experiences.
• Build confidence in navigating nuanced technical conversations, maintaining a clear and customer-centric tone.

90 Days

• Develop deep familiarity with the full OpenSesame product suite, including common use cases and customer challenges.
• Begin handling phone-based support and recognize when a real-time conversation can help clarify or expedite case resolution.
• Identify high-impact or complex issues, escalate effectively, and collaborate with the broader team to ensure resolution while keeping customers informed.
• Demonstrate the ability to balance independent problem-solving with collaborative teamwork, knowing when to move forward and when to seek input.

6 Months

• Respond to internal support questions from colleagues via Slack, contributing to a responsive and helpful support culture.
• Navigate all Product Support processes with ease, guiding other departments on how and when to engage the support team.
• Confidently resolve the most frequently encountered issues and understand how to escalate edge cases to the appropriate team members.
• Serve as a knowledgeable, thoughtful, and empathetic support representative—valued by customers and internal teams alike for your clarity, consistency, and problem-solving mindset.
  

Other Details:

• Days: Monday through Friday.
• Shift: Pacific Time Shift: 4 PM – 1 AM PT
• Ability to work a weekend on-call support shift once roughly every 8 weeks (if needed)

Location: This is a remote-first role, open to candidates based in the Phillipines. Fluency in English is required.

Performance Driven: We're looking for self-starters with a track record of delivering excellent results, and we're highly selective about who we hire. We don't focus on typical job requirements; instead, we're interested in specific examples from your past experiences.

Pay Transparency: At OpenSesame, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.

We Care About Your Security: We’ve been made aware of a phishing scam involving individuals impersonating OpenSesame recruiters. All legitimate communication from our team will come from @opensesame.com email addresses. If you receive a suspicious message, please contact us directly at [email protected]. Your security matters to us, thank you for staying vigilant.