Customer Support Specialist T2 | Work From Home | Shifting | Day 1 HMO

Learning Platform Success Starts With Exceptional Customer Support

Build a long-term global career with Emapta through a Top 1% experience for Top 1% talent.

• Employment Type: Full-time
• Shift: Shifting Schedule
• Work Setup: Permanent Work From Home

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• 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; bachelor's degree or equivalent experience preferred
• Minimum of 3 years of experience in customer service, customer support, or related roles, including voice-based support
• Preferred experience handling escalated, complex, or sensitive customer concerns
• Strong self-starter with a can-do attitude, high emotional intelligence, and the ability to manage difficult conversations
• Ability to adapt to a high-growth, fast-paced environment while working independently and collaboratively under minimal supervision
• Professional, accountable, and reliable work ethic, with openness to feedback and coaching for continuous improvement
• Experience working with remote or international support or operations teams is preferred
• Stable work-from-home setup with at least a 100 Mbps internet connection and a quiet, professional workspace for voice support
• Working knowledge of Microsoft Office, Excel, Google Workspace, and similar productivity tools
• Willingness to work shifting schedules, weekends, holidays, or adjusted hours based on business needs
• Commitment to 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 customer support platforms
• Preferred experience handling billing, account access, subscriptions, product usage, complaints, or escalation-related concerns

Key Responsibilities

• 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 according to established policies and procedures
• Assess customer issues and determine the most appropriate resolution or escalation path
• Manage difficult customer conversations calmly and professionally
• Provide timely, accurate, and professional support through approved support channels
• Follow proper escalation procedures for unresolved, high-risk, or policy-sensitive cases

• Communicate clearly, professionally, and effectively with customers and internal stakeholders
• Coordinate with internal teams, team leads, quality analysts, and business stakeholders to obtain support, clarification, or case resolution
• Support Tier 1 agents with escalated or complex customer concerns
• Ensure all customer communications are clear, complete, grammatically correct, and aligned with the brand tone

• Maintain accurate records of customer interactions, transactions, comments, complaints, and resolutions
• Follow account-specific guidelines, data privacy requirements, and information security standards
• Maintain strong knowledge of products, services, customer journeys, policies, and common support scenarios
• Adapt to business needs, product updates, policy changes, and support processes

• Provide feedback to improve customer service processes, knowledge base articles, support workflows, and customer experience
• Identify documentation, workflow, or communication gaps and recommend process improvements
• Recognize recurring issues and recommend continuous improvement opportunities
• Review escalated cases and determine next steps based on customer needs, policies, and business impact
• Achieve volume, quality, productivity, attendance, and customer satisfaction targets

• Troubleshoot customer issues by gathering information, reviewing data, and identifying possible causes
• Navigate CRM systems, support tools, productivity applications, 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 mission is to create meaningful impact by making learning and productivity more accessible, effective, and affordable for people worldwide.

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!