Customer Experience Specialist

The Customer Experience Specialist is an experienced individual contributor role responsible for supporting U.S.-based customers through phone and email, managing customer inquiries, documenting interactions accurately, and helping deliver a professional, reliable, and responsive customer experience.

This role reports to the Team Lead, who provides day-to-day direction, workflow guidance, coaching, and performance feedback. This is not a supervisory role and does not manage other team members.

The ideal candidate has prior experience in customer service, customer support, customer experience, client services, or a contact center environment. We are looking for someone who is proactive, detail-oriented, curious, coachable, comfortable working with urgency, and passionate about helping create an excellent customer experience.

Candidates with experience helping train, support, or mentor newer team members are encouraged to apply, provided they are comfortable doing so as a peer contributor within the team structure.

Work Schedule and Flexibility

This role supports U.S. business operations and requires schedule flexibility.

Candidates must be open to working:

• Daytime, evening, or nighttime hours in the Philippines.
• Weekday and weekend schedules.
• Monday to Friday, Tuesday to Saturday, Sunday to Thursday, or other schedules based on business needs.
• Adjusted or rotating shifts if customer coverage needs change.

Candidates must be comfortable supporting U.S.-based customers during hours that may fall outside traditional Philippines business hours.

Key Responsibilities

• Respond to customer inquiries through phone, email, and internal support channels.
• Provide clear, timely, professional, and helpful responses to customers.
• Communicate with U.S.-based customers using clear, professional spoken and written English.
• Handle customer concerns with empathy, patience, urgency, and ownership.
• Maintain a calm, polished, and professional tone, especially when handling urgent or complex issues.
• Help customers feel informed, supported, and confident when working with Hercules.

• Create, update, and manage customer cases or inquiries in a CRM, ticketing system, or support platform.
• Accurately document customer interactions, issue details, actions taken, follow-up items, and next steps.
• Maintain clean, complete, and easy-to-understand case notes.
• Follow established workflows for case ownership, escalation, follow-up, and closure.
• Ensure customer issues are tracked properly and do not fall through the cracks.

• Show a strong sense of urgency when responding to customer needs.
• Proactively follow up on open items instead of waiting to be reminded.
• Monitor assigned cases and keep them moving toward the next step or resolution.
• Escalate urgent, complex, unclear, or delayed issues to the Team Lead with complete context.
• Keep the Team Lead informed of customer concerns, service risks, repeated issues, or delays.

• Work closely with the Team Lead and other team members.
• Follow daily direction, coaching, and workflow guidance from the Team Lead.
• Coordinate with internal Hercules teams when customer issues require additional support.
• Participate in team meetings, training, quality reviews, and coaching sessions.
• Apply feedback to improve communication, documentation, case handling, and follow-up.
• Support a positive, professional, and team-oriented CX environment.

• Follow procedures, communication standards, and documentation expectations.
• Review work carefully before sending customer communications or closing cases.
• Maintain accuracy when entering customer, account, order, case, or follow-up information.
• Handle customer and business information professionally and carefully.
• Follow applicable company policies and confidentiality expectations.
• Support a consistent, reliable, and high-quality customer experience.

• 3+ years of experience in customer service, customer support, customer experience, client services, contact center support, or a similar customer-facing role.
• Experience providing phone and email support.
• Clear, professional spoken and written English for U.S.-based customer communication.
• Experience using a CRM, ticketing system, help desk platform, or customer support tool.
• Strong attention to detail and accurate documentation skills.
• Ability to work with urgency while maintaining professionalism and accuracy.
• Strong follow-up skills and ability to manage multiple open items.
• Comfortable learning new systems, workflows, and business processes.
• Proactive, curious, and willing to ask thoughtful questions.
• Coachable and comfortable applying feedback from a Team Lead or manager.
• Reliable attendance and strong schedule flexibility.
• Comfortable working daytime, nighttime, weekday, and weekend schedules in the Philippines based on business needs.
• Basic Microsoft Excel skills.