Customer Support Specialist T2 | Permanent WFH | Shifting | Day 1 HMO

Learning Support That Strengthens Every Customer Journey

The Customer Support Specialist T2 strengthens learner trust for a leading online learning platform by resolving complex support needs with accuracy and care. This role creates meaningful business impact through elevated customer experience, long-term career growth with Emapta, and premium support within a global, future-focused work environment.

Snapshot

Work Setup: Permanent work from home

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Fully customized Emapta laptop with peripherals
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• Some college education required; degree preferred
• BS/BA degree or equivalent experience is a plus
• Minimum of 3 years of experience in customer service, customer support, or related support roles
• Required experience handling voice-based customer support
• Preferred experience handling escalated, complex, or sensitive customer concerns
• Strong self-starter with a can-do attitude
• High emotional intelligence and ability to manage complex or difficult conversations
• Ability to adapt to frequent changes in a high-growth, fast-paced environment
• Ability to work effectively in a team while completing tasks independently
• Ability to work under minimal supervision and tight schedules
• Professional, accountable, and reliable work approach
• Comfortable receiving feedback and applying coaching to improve performance
• Experience working with remote or international support or operations teams
• Stable work-from-home setup with at least 100 Mbps internet connection
• Ability to support voice calls in a quiet and professional work environment
• Working knowledge of MS Office, Excel, Google Workspace, or similar productivity tools
• Willingness to work shifting schedules, weekends, holidays, or adjusted hours based on business needs
• Compliance with company policies on data privacy, information security, attendance, performance, and remote work
• Preferred experience supporting digital products, productivity tools, educational technology, writing tools, or online subscription-based services
• Preferred experience using Zendesk, Freshdesk, LivePerson, Intercom, Salesforce Service Cloud, or similar platforms
• Preferred experience handling billing, account access, subscription, product usage, complaint, or escalation-related concerns

• Maintain a positive, empathetic, and professional attitude toward customers
• Respond promptly and accurately to customer inquiries, complaints, and escalations
• Use strong product knowledge and approved resources to provide accurate answers and solutions
• Investigate customer concerns, identify root causes, and provide appropriate resolutions or escalations
• Process customer requests accurately according to established policies and procedures
• Maintain accurate records of customer interactions, transactions, comments, complaints, and resolutions
• Coordinate with internal teams, team leads, and business stakeholders for support or clarification
• Provide feedback to improve customer service processes, knowledge base articles, support workflows, and customer experience
• Achieve required volume, quality, productivity, attendance, and customer satisfaction targets
• Support Tier 1 agents by guiding escalated or complex customer concerns
• Follow account-specific guidelines, data privacy requirements, and information security standards
• Adapt to changing business needs, product updates, policy changes, and support processes
• Provide timely, accurate, and professional support through approved support channels
• Ensure all customer communications are clear, complete, grammatically correct, and aligned with brand tone
• Follow proper escalation procedures for unresolved, high-risk, or policy-sensitive cases
• Maintain strong knowledge of products, services, customer journeys, policies, and common support scenarios
• Identify documentation, workflow, or communication gaps and raise improvement opportunities
• Review escalated cases and determine next steps based on customer need, policy, and business impact
• Coordinate with team leads, quality analysts, and business owners for urgent or complex concerns
• Communicate clearly, professionally, and effectively with customers and internal stakeholders
• Manage difficult conversations calmly and professionally
• Assess customer issues accurately and determine the most appropriate resolution path
• Troubleshoot problems by gathering information, reviewing data, and identifying possible causes
• Recognize recurring issues and opportunities for process improvement
• Navigate support tools, CRM systems, productivity tools, and internal platforms efficiently
• Learn new software, product tools, and workflow systems quickly
• Maintain accuracy and speed while working across multiple systems

About the Client

Their businesses operate with a future-focused mindset, combining data-driven decisions, teamwork, ownership, and continuous improvement to create meaningful impact across learning and productivity journeys.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!