Customer Support Executive

Acquire Intelligence; Quezon City; Sur place; PHP 240 000 - 360 000; Plein temps

Avantages offerts par ce poste

HMO coverage

Yearly kick-off parties

Value Awards

Internal promotions

Leadership training courses

14th Month Pay

Employee referral program

Paid Time-Off

Résumé du poste

Acquire Intelligence, a global outsourcer, is seeking a Customer Support Executive to support live events and ticketing, ensuring prompt, professional, and human interactions.

You will manage day-to-day customer inquiries via Intercom, handle ticketing updates, and coordinate event communications while keeping information accurate and up to date. This fast-paced role values ownership and cross-team collaboration.

Qualifications

• Highly organized and detail-oriented, with pride in getting things right.
• Excellent written and verbal communication skills.
• Strong customer service instincts and a genuine enjoyment of helping people.
• Confident managing multiple priorities and deadlines at the same time.
• Proactive, resourceful, and calm under pressure.
• Takes ownership without waiting to be told what to do.
• Comfortable working independently and learning new systems quickly.
• Able to communicate clearly with different teams and stakeholders.

Responsabilités

• Manage inbound customer enquiries via Intercom, responding promptly and professionally in line with the brand tone
• Resolve queries efficiently and take ownership of issues through to resolution
• Monitor and respond to Trustpilot reviews, escalating recurring feedback and trends where needed
• Handle cancellation, reschedule, and event change communications clearly and sensitively
• Support customers with ticketing, venue, event, and booking-related queries
• Provide overflow support during busy periods, launches, and high event volumes
• Improve customer guidance, FAQs, saved responses, and support processes based on recurring enquiries
• Monitor customer sentiment and share regular reporting and insights with management
• Manage event uploads, edits, and ticket tier configurations for upcoming events
• Process event amendments accurately, including cancellations, transfers, reschedules, and show changes
• Keep all customer-facing ticketing and event information correct and up to date
• Coordinate customer notifications for event changes and ticketing updates
• Schedule and send Fatsoma notifications and announcements to support ticket sales campaigns
• Support the setup and administration of new events
• Keep customer communications, event administration, and venue coordination well organized
• Work closely with the Events, Operations, Bookings, and Marketing teams so customers receive clear, consistent, and timely information
• Act as the link between customers and internal teams, escalating issues and following them through to resolution
• Support customer communications around live events, including last-minute changes, delays, venue changes, or cancellations
• Flag operational issues and recurring customer problems that could affect the wider customer experience
• Contribute ideas to improve systems, processes, and ways of working as the business scales internationally
• Customers receive fast, helpful, and genuinely human responses
• Issues are resolved efficiently, with minimal unnecessary escalation
• Event and ticketing information is accurate, clear, and always up to date

Connaissances

Highly organized

Excellent written and verbal

Strong customer service

Multitasking

Ownership mindset

Independent learning

Clear communication

Proactive problem solving

Team collaboration

Adaptability

Intercom

Fatsoma

Trustpilot

Slack

Asana

Outils

Intercom

Fatsoma

Trustpilot

Slack

Asana

Description du poste

Job Description:

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

CUSTOMER SUPPORT EXECUTIVE

Techno Plaza 2, Eastwood

Night Shift | Onsite | Full-time

Love keeping customers happy and the details spot on? Join us as a Customer Support Executive and be the friendly, reliable voice behind live events and ticketing.

ABOUT ACQUIRE INTELLIGENCE

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

As a Customer Support Executive, you will support the day-to-day operations of a live events and entertainment business across customer service, ticketing, and event administration. You will be one of the key voices customers hear from, making sure every interaction is handled promptly, professionally, and with a human touch.

You will also keep the information and processes behind each event accurate, organized, and up to date. This is a fast-paced operational role for someone who takes ownership, spots problems before they grow, and cares about creating a brilliant customer experience.

WHAT YOU'LL DO

Customer Support and Customer Experience

• Manage inbound customer enquiries via Intercom, responding promptly and professionally in line with the brand tone

• Resolve queries efficiently and take ownership of issues through to resolution

• Monitor and respond to Trustpilot reviews, escalating recurring feedback and trends where needed

• Handle cancellation, reschedule, and event change communications clearly and sensitively

• Support customers with ticketing, venue, event, and booking-related queries

• Provide overflow support during busy periods, launches, and high event volumes

• Improve customer guidance, FAQs, saved responses, and support processes based on recurring enquiries

• Monitor customer sentiment and share regular reporting and insights with management

Ticketing and Event Administration

• Manage event uploads, edits, and ticket tier configurations for upcoming events

• Process event amendments accurately, including cancellations, transfers, reschedules, and show changes

• Keep all customer-facing ticketing and event information correct and up to date

• Coordinate customer notifications for event changes and ticketing updates

• Schedule and send Fatsoma notifications and announcements to support ticket sales campaigns

• Support the setup and administration of new events

• Keep customer communications, event administration, and venue coordination well organized

Cross-Team and Operational Support

• Work closely with the Events, Operations, Bookings, and Marketing teams so customers receive clear, consistent, and timely information

• Act as the link between customers and internal teams, escalating issues and following them through to resolution

• Support customer communications around live events, including last-minute changes, delays, venue changes, or cancellations

• Flag operational issues and recurring customer problems that could affect the wider customer experience

• Contribute ideas to improve systems, processes, and ways of working as the business scales internationally

A BIT ABOUT YOU

Must-Haves

• Highly organized and detail-oriented, with pride in getting things right

• Excellent written and verbal communication skills

• Strong customer service instincts and a genuine enjoyment of helping people

• Confident managing multiple priorities and deadlines at the same time

• Proactive, resourceful, and calm under pressure

• Takes ownership without waiting to be told what to do

• Comfortable working independently and learning new systems and platforms quickly

• Able to communicate clearly with different teams and stakeholders

Good-to-Haves

• Experience in customer service, events, hospitality, ticketing, travel, or live entertainment

• Experience with platforms such as Intercom, Fatsoma, Trustpilot, Slack, or Asana

• Commercial awareness and an understanding that great customer experience drives business growth

WHAT SUCCESS LOOKS LIKE

• Customers receive fast, helpful, and genuinely human responses

• Issues are resolved efficiently, with minimal unnecessary escalation

• Event and ticketing information is accurate, clear, and always up to date

• Recurring customer issues are identified and turned into meaningful improvements

• Internal teams trust you to own customer and ticketing tasks from start to finish

• You stay calm, organized, and solutions-focused when volumes are high or plans change at short notice

• Customer satisfaction and sentiment keep improving as the business grows

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family

• Epic Yearly Kick-Off Parties with major giveaways

• Recognition through our Value Awards: we celebrate your wins

• Real career growth with opportunities for internal promotions

• Meaningful work with talented and supportive teams

Your future matters:

• 900+ internal promotions every year

• Access to 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay after 5 years of continuous service

• Employee Referral Program: earn up to ₱42,000 per successful hire

Enjoy work-life balance:

• 24 Paid Time-Off Credits annually, with leave credits convertible to cash

• Paid Birthday Leave: celebrate your day your way

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Curious and Clever: Smart questions spark smart solutions.

Entrepreneurial Energy: Think like an owner. Solve like a founder.

Fast with Intent: We move fast and deliver real results.

Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!

Requirements: