Escalations Support Specialist — Night Shift

KMC Solutions; Philippines; Remote; PHP 420,000 - 660,000; Full time

Job summary

KMC Solutions, a leading Philippines-based provider of flexible office space and Employer of Record services, seeks a Customer Support Advocate (Escalations) for a U.S.-based smart home security client. The role focuses on handling complex, high-priority customer concerns across channels with calm, thoughtful investigation.

You will receive onsite training for 3 months, then transition to a hybrid or WFH setup as needed, while maintaining strong SLA performance and documentation practices.

Qualifications

• Bachelor's degree in any field.
• 2+ years of customer service experience, preferably in consumer technology or related fields.
• 2+ years handling escalations and complex cases.
• Experience with consumer electronics or connected devices is highly preferred.
• Team leadership/ SME/ Trainer experience is a plus but not required.
• Strong verbal and written communication skills.
• Analytical and problem-solving abilities.
• Negotiation and de-escalation skills.
• Willing to work permanent night shift (9:00 PM – 6:00 AM Manila Time).
• Willing to work onsite during initial training, with potential hybrid/WFH later.

Responsibilities

• Respond to escalations and related requests within SL targets.
• Handle complex customer concerns and high-priority cases across channels.
• Assess situations, identify root causes and determine action plans.
• Provide timely updates and guidance throughout resolution.
• Demonstrate empathy and effective communication in tough interactions.
• Coordinate with internal/external teams to resolve issues.
• Document cases accurately and proactively share updates.
• Contribute to process improvements based on feedback.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Empathy

Active listening

Negotiation

De-escalation

Multi-tasking

Calm under pressure

Education

Bachelor's degree

Tools

Troubleshooting basics

Networking concepts

Job description

KMC Solutions, a leading Philippines-based provider of flexible office space and Employer of Record services, seeks a Customer Support Advocate (Escalations) for a U.S.-based smart home security client. The role focuses on handling complex, high-priority customer concerns across channels with calm, thoughtful investigation.

You will receive onsite training for 3 months, then transition to a hybrid or WFH setup as needed, while maintaining strong SLA performance and documentation practices.