Associate Customer Support Specialist

Cloudpay

Manila

Hybrid

PHP 469,000 - 670,000

Full time

3 days ago

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Benefits offered by this job

Calm app

EAP

Group Life Insurance

HMO

Employee Referral Program

Mid-Year Bonus

13th Month Pay

Regularization Bonus

Job summary

CloudPay is seeking an Associate Customer Support Specialist to be the first point of contact for clients, delivering essential payroll and payment support. You will troubleshoot issues, answer queries, and guide users through platform navigation, reports, and data submission.

Based in Manila with a hybrid work setup (4x/month in Makati), the role requires experience in customer service or SaaS, CRM proficiency (Salesforce, Zendesk), strong communication, and a customer-focused mindset to drive

Qualifications

Experience in a customer service, helpdesk, or support role (B2B/SaaS preferred).
Proficient with CRM software (Salesforce, Zendesk) and Microsoft Office Suite.
Excellent written and verbal communication with non-technical users.
Strong analytical and problem-solving skills with attention to detail.
Genuine passion for helping customers and delivering exceptional service.
Ability to manage multiple priorities in a fast-paced environment.
Collaborative mindset and teamwork.
Basic understanding of payroll processes or financial systems.

Responsibilities

Respond to customer inquiries via phone, email, and live chat in a timely and professional manner, adhering to SLAs.
Provide accurate information on CloudPay's products and services, including payroll processing and payment methods.
Diagnose and resolve platform issues, escalating complex problems to senior staff when needed.
Guide customers through platform navigation, data submission, and reporting processes.
Document all interactions and resolutions in the CRM system.
Collaborate with implementation, product development, and finance teams to ensure a seamless customer experience.
Identify opportunities to improve customer satisfaction and contribute to process improvements.
Participate in ongoing training to enhance product knowledge and support skills.
Adhere to company data privacy and security policies.

Skills

Customer service

CRM proficiency

Communication

Analytical thinking

Team player

Payroll basics

Tools

Salesforce

Zendesk

Microsoft Office

Job description

About this job opportunity

Hybrid - Manila, National Capital Region, Philippines

Sep 17, 2026

Our Vision

To be the world's most trusted global payroll partner, simplifying pay for all employees.

Our Mission

Empowering global workforces with seamless, compliant, and innovative payroll and payment solutions, enabling businesses to thrive in a connected world.

Our People

Our fundamental beliefs at CloudPay are built on core values of professionalism, passion, empowerment, innovation, and teamwork. We value our employees and strive to create a great workplace where everyone is valued, heard, inspired, and encouraged to bring their authentic selves to work.We're committed to providing an excellent employee experience through fulfilling projects, empowerment to make a difference, and an environment that inspires innovation.

What makes this role exciting

As an Associate Customer Support Specialist at CloudPay, you will be the first point of contact for our clients, providing essential support and guidance to ensure their payroll and payment processes run smoothly. You will troubleshoot issues, answer queries, and elevate complex problems, playing a crucial role in maintaining high customer satisfaction.

Main responsibilities

Respond to customer inquiries via phone, email, and live chat in a timely and professional manner, adhering to service level agreements (SLAs).
Provide accurate and comprehensive information to customers regarding CloudPay's products and services, including payroll processing, payment methods, and system functionalities.
Diagnose and resolve technical issues related to the CloudPay platform, escalating complex problems to senior support staff or relevant internal teams when necessary.
Guide customers through various processes, such as navigating the platform, submitting data, and generating reports.
Document all customer interactions, issues, and resolutions accurately in the CRM system.
Collaborate with internal teams, including implementation, product development, and finance, to ensure seamless customer experience and problem resolution
Identify opportunities to improve customer satisfaction and contribute to process improvements within the support team.
Participate in ongoing training and development to enhance product knowledge and support skills.
Adhere to company policies and procedures, including data privacy and security protocols.

*This role follows hybrid work arrangement with 4x/month RTO in Makati. Work schedule is Monday-Friday, 3PM to 12MN.

Experience needed for this role

Proven experience in a customer service, helpdesk, or support role, preferably within a B2B or SaaS environment.
Proficient in using CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite (Word, Excel, Outlook)
Excellent written and verbal communication skills with the ability to explain technical concepts clearly and concisely to non-technical users.
Strong analytical and problem-solving skills with a keen eye for detail.
A genuine passion for helping customers and a commitment to delivering exceptional service
Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.
A collaborative mindset with the ability to work effectively as part of a team.
Basic understanding of payroll processes or financial systems.

About you and Our core values

Taking ownership, working with integrity and respect
Being a team player is key to our culture
Solution and customer focused
Great initiative with the goal for excellence in achieving results
Dedicated to developing and always looking for continuous improvements
Be creative, be committed, be engaged and enjoy what you do

Philippines Package and Benefits

Calm app
EAP
Group Life Insurance, HMO
Employee Referral Program
Mid-Year Bonus
13th Month Pay
Regularization Bonus, 1st Year Anniversary Bonus

CloudPay is committed to being an equal opportunities employer.

#LI-PC #LI-HYBRID

The CloudPay culture is built upon on five core values, from which we develop our service, our technology and our business strategies. Our fundamental beliefs are a promise to our employees, customers and partners, built on the core values of professionalism, passion, empowerment, innovation, and teamwork.
Glassdoor

CloudPay offers a comprehensive, unified solution for global employee pay processes, optimizing payroll, payments, and on-demand pay to enhance employee experiences and operational efficiency.

Human Resources Services Business Consulting and Services Professional Services

Company size

1,001–5,000 employees

Company type

Privately held Founded 1996

Total funding

$375.4M Series Unknown

Funding history