Customer Support Intermediate Associate | Work from Office | Morning Shift

Cloudstaff Philippines Inc.; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Health insurance

Leave credits

Flexible leave

Career advancement

Company-provided PC

Office perks

Wellness programs

Employee share options

Job summary

Cloudstaff Philippines Inc. is seeking a Customer Support Intermediate Associate to join our Ortigas office. You will handle email and live chat inquiries, resolve account and billing issues, and ensure an excellent customer experience through collaboration with Product and Support teams.

You’ll work with a 24/7 global team, support customers across domains, and mentor new hires during onboarding while adapting to scheduling needs.

Qualifications

• 3-4 years of Customer Support experience with 1+ years troubleshooting Tier 2 Technical Escalations.
• Ability to follow processes and hit performance KPIs.
• Strong written communication with accurate grammar and spelling.
• Experience with email and live chat support.
• Ability to prioritize competing requests.

Responsibilities

• Respond to customer emails and live chats promptly.
• Troubleshoot and guide customers on Account, Billing, or transactional inquiries.
• Meet quality and productivity targets across channels.
• Stay updated on product releases and improvements.
• Identify system issues and escalate to Product Solutions.
• Mentor new hires during training periods.
• Participate actively in team Slack discussions and shadowing.

Skills

Customer support

Tier 2 Escalations

Process adherence

Clear communication

Typing speed

Reading comprehension

Email & Live Chat

Attention to detail

Tools

CRM systems

Job description

We’re Hiring: Customer Support Intermediate Associate

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered! Join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role?

Role: Customer Support Intermediate Associate
Work Arrangement: Work from Office
Location: Philippines - Ortigas
Schedule: Morning Shift

Job Description

Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with over 300 people globally. The Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with domains, billing or their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience, not only solving problems for our users, but being a positive advocate of our brand.

Responsibilities

• Respond to customer-submitted email requests and live chats in a timely manner
  • Queue-based work will account for approximately 90% of the role
• Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
• Achieve set targets across Quality and Productivity in both email and live-chat
• Stay up to date on new product feature releases and improvements
• Identify and communicate system issues to our Product Solutions team
• Identify non-standard customer experiences and elevate issues, as appropriate
• New Hire Mentoring required
  • Must commit to being a CO-Learning mentor
    • Scheduled hours and work days will need to be flexible to adjust to training needs during mentor weeks
    • Coach multiple new hires working their first cases, providing guidance and direction
    • Provide feedback to the learning partners and management on the new employees strengths and any areas for improvement
  • Agreement to alter shift as needed to attend new hire Mentoring weeks
• Slack Presence
  • When On Queue, Associates should monitor and assist with questions in the CO-Associates-Global Slack channel
  • Strong participation in team room culture and discussions
• Shadowing
  • Available to shadow and be shadowed in the queue as needed, to help support fellow Associates working to improve their performance
• Advisor Queue Support
  • Available as requested to work in the Advisor queue. This involves closing out resolved issues, merging duplicate contacts, transferring misrouted cases, and answering questions on topics they have been trained on
• Team Presentations

Qualifications and requirements

• 3-4 years of Customer Support experience with 1+ years troubleshooting Tier 2 Technical Escalations
• Keen ability to follow processes and workflows and hit performance KPIs
• Written communication skills with accurate grammar and spelling; fast typist
• Reading comprehension skills with the ability to understand the customers situation
• Customer support experience via email and Live Chat
• Expertise with written communication and the ability to spot spelling and grammar errors.
• Proficiency with decoding conversations, identifying the cause, and aligning on endgoals.
• Capability of prioritizing competing requests.

Non-negotiable skills and requirements

• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)

Perks & Benefits (Work From Office/Hybrid)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Up to 24 leave credits per year
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.