Overview
Customer Support Specialist T2 Jobs in National Capital Region, Philippines at Emapta Global
Title: Customer Support Specialist T2
Company: Emapta Global
Location: National Capital Region, Philippines
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
Employment Type: Full time
Shift: Shifting
Work Setup: Permanent work from home
Benefits
- 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
Qualifications
- 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
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 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
Our client is a builder-driven platform of high-growth businesses advancing the future of productivity and learning. Through innovative teams, empowered entrepreneurs, and a deep commitment to learners, they help people learn and do more faster, better, and more affordably. 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.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta offers more than opportunities — it provides a career environment where people thrive. 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!
