General Support Agent (Supply Chain Focus) | Cebu | Day 1 HMO

Where Tech Support Drives Wellness and Supply Chain Success

Step into a role where your support skills and supply chain savvy keep a global fitness network in peak condition. Join a global movement, stretch your potential, and flex your future in the fitness tech industry.

Job Description

As a General Support Agent (Supply Chain Focus), you'll deliver front-line support to a global fitness brand's network, focusing on supply chain-related inquiries, while collaborating with internal teams. You'll provide solutions, build relationships, and contribute to improving support processes-always with a strong emphasis on consistent service and stakeholder satisfaction.

Job Overview

Work setup: Onsite, Cebu

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Cebu (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Day shift schedule
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• 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

• Minimum 2 years prior experience in a customer support role
• Prior experience with various technology platforms including but not limited to Excel, Microsoft, Google Workplace, Slack, ticket support systems, and artificial intelligence tools
• Excellent communication skills, both written and verbal
• Strong problem-solving and critical-thinking abilities
• High attention to detail and data entry/reading
• Ability to quickly adapt to a fast-paced environment
• Bachelor's degree preferred

• Serve as the first point of contact for the F45 Training, FS8, and VAURA networks for supply chain-related tickets
• Receive, troubleshoot, and resolve issues related to franchise network support needs within the Supply Chain department
• Use various proprietary platforms with strong comprehension
• Communicate clearly and professionally with a customer-centric approach
• Support the transition to a relationship management-focused support model
• Improve global support systems by working with internal divisions and departments

• Follow all network support policies and procedures to ensure consistent and efficient service across all global F45 Training brands and divisions
• Respond to inquiries via the Freshdesk ticketing platform in a professional and friendly manner
• Act as the main point of contact for franchisees and coordinate with internal teams to ensure timely resolution
• Provide accurate information to resolve stakeholder needs efficiently
• Escalate supply chain issues that lack knowledge base articles or documented solutions
• Contribute to the development and improvement of knowledge base articles
• Meet response and resolution targets as defined by the Franchise Network Support Policy
• Collaborate with cross-functional global teams to deliver required service levels and support business success
• Escalate critical support system issues promptly
• Build strong relationships with internal and network stakeholders through partnership, empathy, and teamwork
• Maintain a positive attitude and demonstrate commitment to outstanding support and a healthy work environment
• Promote a culture of excellence, teamwork, and accountability within the global support team

• Meet response and resolution targets in accordance with the Franchise Network Support Policy
• Improve client service and support for all network stakeholders
• Complete ad hoc projects on time as assigned by divisional and senior leadership
• Build strong partnerships with current and new franchisees by regularly seeking and receiving feedback

About the Client

With a global presence and a strong community ethos, F45 Training leads the way in functional fitness and franchise excellence.

Who Are We

Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. Apply now and be part of the #EmaptaEra!