Customer Support Representative | Hybrid | Clark | Night Shift
EMAPTA Tarlac Full-time
Deliver high-quality SaaS support across nonprofit and CSR technology platforms
Our client is a rapidly growing leader in social good technology, delivering enterprise-grade SaaS solutions that enable nonprofits, corporations, and public institutions to scale their impact. Supporting over 170,000 organizations and facilitating billions in annual giving, they have helped drive measurable change across millions of lives.Formed through the integration of industry-leading platforms, they combine innovation, data, and purpose to strengthen the global social impact ecosystem, earning strong recognition for customer satisfaction and product excellence across multiple industry awards.
About the Role
Customer expectations in SaaS environments supporting nonprofits, CSR, and public sector initiatives demand more than resolution-they require clarity, accountability, and impact. The Customer Support Representative safeguards that experience, ensuring every interaction strengthens trust in mission-critical platforms.Through Emapta, this role offers a long-term career built for top-tier talent seeking purpose-driven work, structured growth, and exposure to high-performing global technology environments.
Role Snapshot
Employment Type: Full-timeShift: Night Shift, Weekends Off
Work Setup: Hybrid (Initial onsite training in Clark, Pampanga)
What's in It for You- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Night differential pay to maximize your earnings
- Hybrid work arrangement
- Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
- Weekends off
- 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
- Bachelor's degree in any discipline
- 0-3 years of experience in customer support, technical support or application support
- Strong verbal and written English communication skills
- Ability to handle voice support as a primary channel
- Capability to manage chat and email interactions with quality
- Experience using CRM tools such as Salesforce, Zendesk, or Freshdesk
- Familiarity with BPO tools including telephony systems, ticketing platforms, and productivity tools
- Strong problem-solving and customer-handling skills
- Ability to work in fast-paced, metrics-driven environments
- Experience supporting SaaS products or platforms
- Knowledge of support metrics such as CSAT, SLA, AHT, and FCR
- Experience in a BPO or shared services environment
- Willingness to work in a hybrid setup with initial onsite training
- Willingness to work shifting schedules including nights, weekends, and holidays
- Customer-first mindset
- Strong attention to detail
- High adaptability and learning agility
- Strong teamwork and collaboration skills
- Provide first-level support across voice, chat, and email channels
- Troubleshoot and resolve customer issues within defined SLAs
- Log and manage tickets accurately using CRM tools
- Escalate complex issues to Tier 2 or relevant teams
- Maintain high standards of communication and service quality
- Follow SOPs and ensure compliance with support processes
- Collaborate with internal teams for resolution
- Stay updated on product knowledge and internal systems
- Transition into Tier 1.5 support responsibilities based on performance
- Handle more complex troubleshooting and customer scenarios
- Take ownership of issue resolution prior to escalation
- Develop deeper product and system expertise
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities.Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact.
We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
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What you’ll bring to the table...
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skills
• Good to Excellent Communication skills & Comprehension
• No experience required
Work location
CITY OF TARLAC (CAPITAL), TARLAC
Remarks
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