Bacolod - Customer Support Advocate

Ubiquity; Bacolod; On-site; PHP 335,000 - 446,000; Full time

Job summary

Ubiquity is seeking a Customer Support Advocate to deliver high-quality, empathetic support across live chat, email, ticketing, social media, and phone. You’ll use Intercom and Zendesk to resolve issues, guide customers, and identify trends to improve our products.

The role emphasizes collaboration, adaptability, and proactive problem-solving in a fast-paced, global setup. The ideal candidate has 2+ years in customer support, 1+ year in SaaS environments, and excellent English communication.

Qualifications

• At least 2 years of experience in customer support or product support in an omnichannel environment (chat, phone, email, ticketing).
• At least 1 year of experience supporting a B2B and/or B2C SaaS product.
• Fluent in English, both written and verbal.
• Experience using Intercom and Zendesk is preferred.

Responsibilities

• Provide timely, high-quality support to members across multiple channels: live chat, messaging, email, ticketing, social media, and phone.
• Utilize internal tools to identify issues and provide accurate resolutions quickly.
• Guide members with recommendations based on knowledge of products and services.
• Represent the voice of the customer by identifying trends and insights to improve products and services.
• Identify recurring issues and gaps, and recommend solutions to enhance customer experience.
• Maintain clear, efficient communication across all touchpoints to keep members informed and confident.
• Demonstrate empathy and professionalism in every interaction.
• Collaborate with teammates and cross-functional partners on projects to improve support processes and documentation.
• Balance priorities in a fast-paced environment while achieving individual and team goals.

Skills

Customer support

Problem solving

Written communication

Verbal communication

Multitasking

Attention to detail

Team collaboration

Tools

Intercom

Zendesk

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Customer Support Advocate, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

Provide timely, high-quality support to members across multiple channels, including live chat, messaging, email, ticketing, social media, and phone.

Utilize internal tools, systems, and knowledge resources to identify issues and provide accurate, effective resolutions quickly.

Guide members with thoughtful recommendations based on a strong understanding of the company’s products and services.

Represent the voice of the customer by identifying trends, sharing insights, and highlighting opportunities to improve products and services.

Proactively identify recurring issues, process gaps, and member challenges, and recommend solutions to enhance the overall customer experience.

Maintain clear, efficient, and consistent communication across all customer touchpoints to ensure members feel informed, supported, and confident.

Demonstrate patience, empathy, and professionalism in every interaction while maintaining a positive and customer-focused approach.

Collaborate with teammates and cross-functional partners on projects and initiatives that improve support processes, documentation, and the overall customer journey.

Effectively manage priorities in a fast-paced environment while balancing individual performance metrics and team goals.

Represent the organization professionally and consistently in both internal collaboration and external customer interactions.

Adapt to evolving priorities, tools, systems, and processes within a growing global support environment.

Maintain flexibility with work schedules, including potential shift changes and weekend coverage, to support a global customer base.

What We’re Looking For:

At least 2 years of experience in customer support or product support within an omnichannel environment, including chat, phone, email, and ticketing.

At least 1 year of experience supporting a B2B and/or B2C SaaS product.

Strong problem-solving skills with the ability to learn quickly, navigate ambiguity, and make sound decisions with minimal supervision.

Highly proactive and solutions-oriented, with the ability to identify opportunities for improvement and anticipate customer needs.

Adaptable and resilient in dynamic environments, with the ability to adjust priorities and approaches as business needs evolve.

Excellent written and verbal communication skills, with the ability to explain complex information clearly and empathetically.

Strong organizational skills and attention to detail when managing high-volume workloads.

Team-oriented mindset with a strong sense of collaboration, shared ownership, and accountability.

Self-driven and committed to continuous learning, professional growth, and development.

Experience using customer support platforms such as Intercom and Zendesk is preferred.

Fluent in English, both written and verbal.

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.