Customer Support Representative

Relia Sourcing; Pasay; Remote; PHP 360,000 - 540,000; Full time

Job summary

Relia Sourcing is seeking an experienced Support Representative to join our offshore team, handling customer inquiries, troubleshooting issues, and ensuring users feel heard and supported.

As the first support hire, you will shape team culture, mentor future agents, and adapt to a shift-based schedule including nights, weekends, and holidays. This role requires clear communication and empathy.

Qualifications

• Proven track record of long tenures in previous roles.
• Background in the gaming industry.
• Experience with compliance matters (e.g., KYC) and financial operations.
• Experience mentoring junior agents or team members.
• Experience in customer support, community management, or similar roles.
• Familiarity with standard support platforms and ticketing systems.
• Understanding live service ecosystems and game economies.
• Experience creating support content (help articles, tutorials, FAQs).
• Knowledge of online moderation and conflict resolution best practices.

Responsibilities

• Provide timely and empathetic customer support via email, chat, and social platforms.
• Troubleshoot technical, account, and gameplay issues across platforms.
• Escalate complex cases and ensure smooth follow-up with teams.
• Document recurring issues and player feedback to improve game quality.
• Stay updated with game updates, events, and community trends.
• Contribute to knowledge base articles, FAQs, and player guides.

Skills

Stability

Gaming Industry Experience

Compliance & Finance Knowledge

Mentorship Experience

Support Experience

Platform Proficiency

Live Service Knowledge

Content Creation

Moderation Skills

Job description

About the Client

The Client is a technology platform powering the next era of Gamified Commerce, operating at the intersection where “Shop meets Play”.we provide a comprehensive solution for game-driven commerce at scale, ranging from box management and API-integrated games to order processing and customer engagement.

About The Role

We’re looking for an experienced and dependable Support Representative who will serve as the foundation of our new support team. As our first hire off-shore, you’ll independently handle customer inquiries, troubleshoot issues, and ensure every user feels heard and supported. Because you’ll be operating without a domestic team at the start, we’re seeking someone who brings confidence, maturity, and hands‑on experience in customer support environments. As the team grows, you’ll play a key role in shaping its culture, mentoring future team members, and taking on greater responsibility. The position requires comfort with a shift-based schedule, including nights, weekends, and holidays.

What You’ll Do

• Provide timely and empathetic support to our customers via email, chat, and social platforms
• Troubleshoot technical, account, and gameplay-related issues across multiple platforms
• Escalate complex cases to the appropriate teams while ensuring smooth follow-up
• Document recurring issues and player feedback to help improve game quality
• Stay up to date with game updates, events, and community trends to provide accurate information
• Contribute to knowledge base articles, FAQs, and player guides

Who You Are

• Excellent Communicator: You are fluent in English with strong written and verbal skills.
• Composed & Empathetic: You are patient, able to remain calm under pressure, and deeply empathetic toward users.
• Tech-Savvy: You possess basic troubleshooting skills and are comfortable navigating digital tools.
• Organized: You are detail-oriented and comfortable multitasking in a fast-paced environment.
• Flexible: You are willing and able to work scheduled shifts, including nights, weekends, and holidays, as part of a 24/7 coverage team
• Technical Aptitude: You are tech-savvy with strong troubleshooting skills and the ability to navigate support tools.
• Flexible: You are willing and able to work scheduled shifts as part of a 24/7 coverage team, including nights, weekends, and holidays.

Must Have (Requirements)

• Stability: A proven track record of extended duration in previous roles, demonstrating reliability and commitment.
• Gaming Industry Experience: A solid background working within the gaming industry.
• Compliance & Finance Knowledge: Experience handling compliance matters (such as KYC) and financial operations.
• Mentorship Experience: Previous experience providing guidance, training, or mentorship to junior agents or team members.
• Support Experience: Previous experience in customer support, community management, or a similar role.
• Platform Proficiency: Familiarity with standard support platforms and ticketing systems.
• Live Service Knowledge: Understanding of live service ecosystems and game economies.
• Content Creation: Experience creating support content such as help articles, video tutorials, and FAQs.
• Moderation Skills: Understanding of online moderation and conflict resolution best practices.