Customer Support Specialist - (3-6 Months Contract)

Coda; Manila; On-site; PHP 268,000 - 312,000; Full time

Job summary

Coda is a global growth engine for commerce, connecting people, digital products, and payments through trusted monetization and distribution solutions. We’re a diverse team with a presence across 23 locations, including Singapore and Southeast Asia.

The Opportunity: We are seeking a Customer Support Specialist to be the first point of contact for our clients’ customers, delivering professional, empathetic, and efficient support.

Qualifications

• Proven experience in customer support or client servicing.
• Preferred UK/European customer support experience, ideally in e-commerce or digital products.
• Proficiency in English for effective communication.
• Strong written communication skills with a customer-first approach.
• Proficient in using CRM tools and ticketing systems such as Zendesk.

Responsibilities

• Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
• Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Stay updated on company products, services, and policies to provide informed and accurate support.
• Monitor customer feedback from digital platforms and share insights for process improvements.
• Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback
• Proactively develop a strong understanding of the gifting sector and the clients we support.
• Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

Skills

Customer support

Written communication

English proficiency

CRM tools

Problem solving

Time management

Team collaboration

Tools

Zendesk

Job description

Why Coda

Coda is a global growth engine for commerce, connecting people, digital products, and payments through trusted monetization and distribution solutions.

With 600+ people from 57 nationalities across 23 locations, we’re a truly global team headquartered in Singapore, with offices in Amsterdam, Dubai, Bristol, Shanghai, Eindhoven, and across Southeast Asia.

We power global commerce through a dual model. Our B2B solutions, Codapay, Coda Webstore, Coda Links, Coda Distribution, and Giftcloud, enable publishers and brands to monetize and distribute digital content globally. On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com, Startselect.com, and mobiletopup.co.uk, that give customers secure and easy access to game top-ups, digital credits, vouchers, gift cards and prepaid products in over 70 markets.

Our culture is built on respect, ownership, and collaboration. We move fast, support each other, and celebrate wins together.

If you’re looking to grow your career and make a real impact in a global team, Coda is the place for you.

The Opportunity

We are seeking a Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our clients’ customers, ensuring queries are handled with professionalism, empathy, and efficiency. You’ll liaise with internal teams, content providers, and customers to deliver outstanding support and contribute to the success of our client partnerships.

What you’ll do

• Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.

• Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.

• Collaborate with internal teams to ***escalate*** and resolve complex customer issues.

• Stay updated on company products, services, and policies to provide informed and accurate support.

• Monitor customer feedback from digital platforms and share insights for process improvements.

• Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback

• Proactively develop a strong understanding of the gifting sector and the clients we support.

• Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

What you’ll bring

• Proven experience in customer support or client servicing, preferably managing digital communication platforms.

• Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries

• Proficiency in English for effective communication.

• Strong written communication skills with a customer-first approach.

• Proficient in using with CRM tools and ticketing systems such as Zendesk preferred

• Excellent problem-solving skills, highly organised with exceptional attention to detail.

• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

• Willingness to work in shifts, including weekends and holidays, as needed.

Personal Attributes

• Calm under pressure with a positive and solution-focused attitude.

• Determined and resilient, with the ability to overcome obstacles.

• Professional, confident, self-motivated, and enthusiastic.

• Strong team player with a collaborative mindset.

• Eager to learn and committed to continuous personal development.

₱24,000 - ₱28,000 a month

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.