Customer Support Specialist | WFH | Night Shift | Day 1 HMO | Up to PHP80K

Emapta; Metro Manila; Remote; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Permanent WFH

Salary advance program

Upskilling via Emapta Academy

Gym access (Ortigas/Makati)

Lifestyle perks

Job summary

Emapta is seeking a Customer Support Specialist to handle ticketing, access, refunds, and technical concerns for a global event tech platform. This full-time, permanent WFH role offers night shifts and a competitive PHP 40,000–80,000 salary, with a rich benefits package and ongoing upskilling.

You will resolve issues, maintain high CSAT, and collaborate with internal teams to deliver seamless event experiences for a global client base.

Qualifications

• 3+ years of customer support experience in a SaaS/tech environment.
• Experience supporting external customers and stakeholders.
• Experience in the event management sector is a plus.
• Strong communication, detail-orientation, and collaboration skills.

Responsibilities

• Respond to customer inquiries across multiple channels.
• Meet or exceed CSAT targets and SLAs.
• Assist with ticket purchases, delivery issues, refunds, and access concerns.
• Document issues and escalate when needed; contribute to knowledge base.

Skills

3+ years customer support

external customers & stakeholders

communication skills

attention to detail

customer-centric mindset

team collaboration

time management

understanding technical solutions

Education

Diploma in Administration/Business/ICT

Tools

Ticketing systems

Job description

Power Seamless Ticketing Experiences Across the Global Events Stage

Turn every support interaction into a smoother event experience. Join Emapta as a Customer Support Specialist, resolving ticketing, access, refund, and technical concerns for a global event technology platform. Protect customer satisfaction across high-demand events while expanding your SaaS expertise and building a long-term international career alongside Emapta's top 1% talent.

Your Pass to a Global Tech Career

• Employment Type: Full-time
• Shift: Night Shift, Consecutive Off
• Work Setup: Permanent Work From Home
• Salary: PHP 40,000 - PHP 80,000

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Diploma qualification in Administration, Business, ICT, or a related field
• At least 3 years of customer support experience in a SaaS or technology environment
• Proven experience supporting external customers and stakeholders
• Experience in the event management sector
• Intermediate written and verbal communication skills
• Experience with ticketing systems, preferred but not required
• Strong attention to detail with a focus on accuracy and completeness
• Customer-centric mindset with a commitment to exceeding expectations
• Strong collaboration skills across teams and functions
• Strong time management and prioritization skills
• Solid product knowledge with the ability to understand technical solutions

Your Daily Tasks

Customer Support & Service Delivery

• Respond to customer inquiries across multiple communication channels
• Meet or exceed CSAT targets and service-level agreements (SLAs)
• Communicate with clarity, empathy, and accuracy
• Assist users with ticket purchases, delivery issues, refunds, and access concerns
• Resolve common customer issues within established SLA timelines
• De-escalate complex situations professionally and effectively

Technical Troubleshooting & Escalation

• Identify and troubleshoot technical issues
• Document findings accurately and elevate complex concerns to appropriate internal teams
• Prioritize urgent and time-sensitive cases

Documentation & Process Improvement

• Maintain accurate documentation and internal records
• Contribute to knowledge base articles and FAQs
• Share insights to improve support processes and reduce recurring issues

Stakeholder Collaboration

• Collaborate with internal stakeholders across leadership, commercial, operations, technical, finance, and customer service teams
• Engage professionally with external stakeholders, including customers, venue clients, and suppliers

About the Client

Our client is a global event commerce and SaaS technology company transforming how organizers create, manage, and grow live experiences. They provide an integrated platform for ticketing, marketing, CRM, payments, sponsorship, reporting, analytics, and event delivery across sports, festivals, concerts, venues, exhibitions, and conferences. With operations spanning the United States, United Kingdom, Australia, and New Zealand, they combine scalable technology, audience intelligence, real-time insights, and event expertise to improve fan experiences, increase attendance, and strengthen commercial performance.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.