FinTech Customer Support Analyst | Hybrid & Data-Driven

First Circle; Pateros; Hybrid; PHP 391,000 - 446,000; Full time

Benefits offered by this job

HMO from week one

Catered lunches

Monthly fitness allowance

Transportation allowance

Accommodation allowance

Job summary

First Circle in the Philippines is seeking a Customer Support Analyst to manage escalated inquiries via call, chat, email, and social channels while analyzing support data to drive improvements. You will work in a hybrid setup, collaborate with Product, Engineering, and Operations, and contribute to process enhancements with a customer-centric mindset.

The ideal candidate has 3–5 years in customer support, excellent English communication, and familiarity with Zendesk or similar platforms.

Qualifications

• 3–5 years of experience in customer support or related role.
• Excellent English written and verbal communication.
• Familiarity with Zendesk, Freshdesk, Salesforce Service Cloud or similar.
• Willingness to work flexible hours including weekends and holidays.
• Ability to multitask, prioritize, and manage time in a fast-paced environment.
• Strong analytical and problem-solving skills; Excel/SQL skills are a plus.

Responsibilities

• Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system.
• Track KPIs such as response times, resolution rates, and customer satisfaction scores.
• Analyze support data to identify trends, root causes, and improvement opportunities.
• Develop and maintain documentation for support procedures and training.
• Monitor and report on customer feedback to inform product and service improvements.
• Collaborate with Product, Engineering, and Operations to resolve issues and drive improvements.

Skills

Customer support

English communication

Zendesk

SQL

Excel

Data analysis

Tools

Zendesk

CRM systems

SQL

Job description

First Circle in the Philippines is seeking a Customer Support Analyst to manage escalated inquiries via call, chat, email, and social channels while analyzing support data to drive improvements. You will work in a hybrid setup, collaborate with Product, Engineering, and Operations, and contribute to process enhancements with a customer-centric mindset.

The ideal candidate has 3–5 years in customer support, excellent English communication, and familiarity with Zendesk or similar platforms.