Customer Support Executive
AAPMI2 Acquire Asia Pacific Manila 2, Inc.
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Benefits offered by this job
Job summary
Acquire Intelligence is a global outsourcer delivering live events and back-office support. We are seeking a Customer Support Executive to manage inquiries, ticketing, and event administration with a focus on accurate, human-centered service.
You will work onsite at Techno Plaza 2, Eastwood, handling live events, updates, and customer communications across teams to ensure a premium experience.
Qualifications
- Exceptional written and verbal communication skills.
- Strong customer service instincts and problem solving.
- Highly organized and detail oriented with great multi-tasking ability.
Responsibilities
- Manage inbound customer inquiries via Intercom with timely, brand-consistent responses.
- Resolve issues end-to-end and own customer outcomes.
- Monitor Trustpilot reviews and flag trends to improve service.
- Coordinate ticketing, event changes, and communications with customers.
- Provide overflow support during peak periods and events.
- Collaborate with Events, Operations, and Marketing to ensure clear information flow.
Skills
Tools
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.
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.
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.
- 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
- 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
- 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
- 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
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
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! Acquire Intelligence is an award‑winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back‑office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real‑life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in‑house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work‑from‑Home environments, where client‑permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on "Access Rights to Personal Data" or send us an email to privacy@acquire.ai. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/
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