24/7 Global Member Experience & Payments Support Lead

Thunes; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Thunes is seeking a Member Experience Officer in Manila to deliver Level 1 technical support for our online payment accounts in a 24/7 environment. You will handle inquiries, diagnose issues, and escalate where needed, while maintaining strong customer relations and timely responses.

The role requires 2+ years in tech support within a BPO, comfort with logs, and CRM tools like Zendesk. English fluency and teamwork are essential for success in this fast-paced setting.

Qualifications

• Graduate from a reputable university with a relevant degree program.
• At least 2 years’ phone/email experience as a technical support agent in a BPO serving international clients.
• IT experience in reading logs and understanding statuses.
• Experience in a payment solution environment is an advantage.
• Experience with CRM tools like Zendesk is preferred.
• Able to work in a team environment with strong English communication.
• Self-driven, proactive, and able to navigate priorities under pressure.
• Strong analytical and critical thinking skills for complex deliverables.

Responsibilities

• Provide Level 1 technical support via phone and/or email for online payment accounts in a 24/7 environment.
• Assist with product or application related inquiries.
• Diagnose hardware and software failures and determine cost-effective corrective actions.
• Repair/resolution to minimize customer downtime.
• Redirect/escalate issues to appropriate resources for high-profile customers.
• Develop and maintain positive customer relations across company functions.
• Follow up with scheduled callbacks as necessary.
• Ensure thorough understanding of customer queries and issues.
• Answer all emails/phone calls within required time frames with accurate information.
• Adhere to processes, standards, targets, and objectives.

Skills

Technical support

Customer service

English communication

CRM tools

Education

Bachelor's degree

Tools

Zendesk

Job description

Thunes is seeking a Member Experience Officer in Manila to deliver Level 1 technical support for our online payment accounts in a 24/7 environment. You will handle inquiries, diagnose issues, and escalate where needed, while maintaining strong customer relations and timely responses.

The role requires 2+ years in tech support within a BPO, comfort with logs, and CRM tools like Zendesk. English fluency and teamwork are essential for success in this fast-paced setting.