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Careers at TxtCart SMS Marketing

  • Job: Customer Support Representative
  • Location: Remote (Phillipines)
  • Schedule: 40 hours/week
  • Job Type: Full-Time
  • Company: TxtCart – AI Powered SMS Marketing for eCommerce Brands

About TxtCart:

TxtCart is an AI-powered SMS marketing platform helping top ecommerce brands recover carts, answer product questions, and convert browsers into buyers. Our platform blends AI automation with human assistance to ensure brands can deliver real-time, high-converting customer experiences at scale.

We’re now hiring a Customer Support Representative to join our Support & Success team. You’ll be the frontline in ensuring merchants have a smooth, helpful, and high-satisfaction experience as they engage with TxtCart through our live chat (Intercom).

The Role:

As a Customer Support Representative, you’ll handle inbound support requests via live chat, troubleshoot issues, guide users through workflows, and ensure they receive clear, timely responses that reflect TxtCart’s standards and voice.

You’ll be a critical part of delivering on our core support KPIs:

  • < 60 second First Response Time (FRT)
  • < 2 minute Average Response Time (ART)
  • 90%+ CSAT (Customer Satisfaction Score)
 

Responsibilities:

  • Respond to inbound support chats via Intercom with speed, clarity, and empathy
  • Maintain consistent brand voice across conversations
  • Diagnose issues, escalate bugs, and work cross functionally with product/engineering
  • Identify gaps in current help documentation and propose new articles or updates
  • Proactively request reviews from happy users and drive positive sentiment on the app store
  • Flag patterns and friction points in the product experience
  • Participate in internal meetings, team discussions, and process improvement initiatives
  • Maintain conversation quality standards (tone, helpfulness, accuracy, grammar)

What We're Looking For:

  • 2+ years experience in customer support (live chat, email, or ticketing systems)
  • Excellent written communication: clear, typo-free, and easy to understand
  • Fast multitasker with strong organizational skills
  • Experience using tools like Intercom, Salesforce, Shopify, or similar
  • Ability to work independently while collaborating across teams
  • Detail-oriented and focused on hitting metrics without losing the human touch
  • Not a technical support role—no coding required, but product curiosity is a plus
  • Bonus if you’ve supported ecommerce brands or worked with Shopify merchants

Nice to Have:

  • Familiarity with AI, SMS, or martech platforms
  • Experience writing or managing help docs (Intercom Help Center, etc.)
  • Experience handling support for multiple product features or user personas

How to Apply:

Send your resume and a brief note on why you’re a great fit to kb@txtcartapp.com. Bonus if you can share examples of help docs, live chat conversations (with sensitive info removed), or metrics you’ve helped improve.

Complete our test:

Complete Test