Customer Support Executive – Philippines

DropXcell; Abra; Hybrid; PHP 300,000 - 600,000; Full time

Job summary

Finanshels.com in the Philippines is seeking an experienced Customer Support Executive to manage queries and deliver a smooth customer experience for a growing B2B client base.

You will coordinate with Accounting, Tax, Finance, and Operations teams, own issues from start to resolution, and maintain accurate records in our CRM. Strong English, proactive, organized, and fintech/ SaaS experience are a plus; remote work with growth opportunities in Customer Success.

Qualifications

• 3+ years in Customer Support or related roles.
• Excellent written and verbal English.
• Experience handling B2B customers is preferred.
• Strong problem-solving, ownership and follow-up.
• Ability to manage multiple requests independently.
• Experience in FinTech, SaaS, Accounting, Financial Services, or Professional Services is an advantage.

Responsibilities

• Manage customer queries through email, chat, and calls.
• Provide timely, accurate solutions resolving issues.
• Coordinate with Accounting, Tax, Finance, and Operations teams to resolve issues.
• Own customer requests from initial query through resolution.
• Proactively follow up on pending issues and ensure timely closure.
• Keep customers informed about progress and manage expectations effectively.
• Maintain accurate customer records, interactions, and issues in the CRM/helpdesk.
• Identify recurring customer issues and share feedback with internal teams.
• Maintain strong customer relationships and contribute to overall customer satisfaction.
• Meet defined response time, resolution time, and customer satisfaction targets.

Skills

Customer support

English communication

B2B experience

CRM tools

Problem solving

Tools

CRM software

Job description

Customer Support Executive – Philippines

3 to 6 years

Full-Time

About Finanshels.com

Finanshels.com is a technology-enabled finance and accounting company helping businesses simplify their accounting, bookkeeping, tax, payroll, compliance, and financial management needs.

We are looking for an experienced Customer Support Executive to join our growing team in the Philippines.

Role Overview

You will be responsible for managing customer queries, resolving issues, coordinating with internal teams, and ensuring a smooth and positive customer experience.

The ideal candidate is customer-focused, proactive, organized, and confident in communicating with B2B customers.

Key Responsibilities

• Manage customer queries through email, chat, and calls.
• Understand customer concerns and provide timely and accurate solutions.
• Coordinate with Accounting, Tax, Finance, and Operations teams to resolve issues.
• Own customer requests from initial query through resolution.
• Proactively follow up on pending issues and ensure timely closure.
• Keep customers informed about progress and manage expectations effectively.
• Maintain accurate customer records, interactions, and issues in the CRM/helpdesk.
• Identify recurring customer issues and share feedback with internal teams.
• Maintain strong customer relationships and contribute to overall customer satisfaction.
• Meet defined response time, resolution time, and customer satisfaction targets.

Ideal Candidate

• 3+ years of experience in Customer Support, Customer Success, Client Servicing, Account Management, or a similar role.
• Excellent written and verbal English communication skills.
• Experience handling B2B customers is preferred.
• Strong problem-solving, ownership, and follow-up skills.
• Ability to manage multiple customer requests and priorities independently.
• Comfortable using CRM, helpdesk, email, chat, and other customer support tools.
• Patient, empathetic, professional, and solution-oriented.
• Strong attention to detail and ability to work in a fast-paced environment.
• Experience in FinTech, SaaS, Accounting, Financial Services, or Professional Services is an advantage.

Key Skills

Customer Support | Customer Success | B2B Client Handling | Problem Solving | Email & Chat Support | CRM | Customer Relationship Management | Communication | Follow-ups | Issue Resolution

What We Offer

• Remote opportunity for candidates based in the Philippines.
• Opportunity to work with an international B2B customer base.
• Exposure to a growing FinTech / Finance & Accounting business.
• Collaborative and performance-driven work environment.
• Career growth opportunities within Customer Success and Operations.