FinTech Email Support Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 284,000 - 341,000; Full time

Benefits offered by this job

Transport Allowance

Program Incentive

Job summary

Hammerjack Pty Ltd is seeking an Email Support Representative for its Financial Management Account in Makati. The role focuses on first-line customer support via email and chat, helping users resolve issues and navigate our SaaS platform.

You will troubleshoot connectivity, educate customers on features, and contribute to improving self-service resources. The position rewards clear communication and problem-solving in a fast-paced tech environment.

Qualifications

• 1.5–2 years in a customer-facing support role for an online product or SaaS.
• 2 years experience using Zendesk or similar software.
• Excellent written communication with strong attention to detail.
• Ability to stay calm and solution-oriented when handling customer concerns.

Responsibilities

• Respond to customer inquiries through email and chat on Zendesk.
• Troubleshoot account connectivity and data syncing issues with integrations like Plaid/Finicity/C Coinbase/Zillow.
• Educate customers on product features and best practices.
• Escalate bugs or technical concerns when needed.
• Create and improve help center articles, canned responses, and internal docs.
• Identify recurring customer concerns and suggest process improvements.
• Meet response time and ticket resolution benchmarks while maintaining quality.

Skills

Customer support

Written communication

Problem-solving

Learn new systems

Tools

Zendesk

Plaid

Finicity

Coinbase

Zillow

Job description

Hammerjack Pty Ltd is seeking an Email Support Representative for its Financial Management Account in Makati. The role focuses on first-line customer support via email and chat, helping users resolve issues and navigate our SaaS platform.

You will troubleshoot connectivity, educate customers on features, and contribute to improving self-service resources. The position rewards clear communication and problem-solving in a fast-paced tech environment.