FOR POOLING: Customer Support Specialist – Tier 2 Resolutions | HMO on Day 1

Enshored Inc.; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Enshored, Inc. is seeking a Customer Service Representative - Tier 2 to support our global operations in a fast-paced mobility and transportation technology environment.

You will handle complex escalations, provide expert guidance to frontline teams, and ensure cases are resolved accurately and in line with policy. Ideal candidates have 2–3 years of BPO experience, a Bachelor's degree preferred, strong English (B2/C1), and a willingness to work a 24/7 rotating shift.

Qualifications

• Bachelor's degree preferred.
• At least 2-3 years of BPO experience, preferably in customer support, escalations, or operations.
• Experience as a Subject Matter Expert, Escalation Specialist, Senior Associate, or Team Support is highly preferred.
• Strong English communication skills (B2 minimum; C1 preferred).
• Strong analytical, problem-solving, and decision-making skills.
• Experience with Zendesk or similar CRM/case management platforms.
• Willingness to work in a 24/7 rotating shift environment.

Responsibilities

• Act as a subject matter expert for Infrastructure & Mobility operations.
• Take ownership of complex customer escalations requiring advanced analysis and judgment.
• Provide real-time guidance and policy clarification to frontline support teams.
• Review safety-related incidents, policy exceptions, and high-impact customer concerns.
• Identify trends and root causes, and recommend improvements to processes and customer experience.
• Ensure operational decisions align with company policies, quality standards, and compliance requirements.
• Collaborate with Operations, Quality, Training, and other teams to strengthen performance and consistency.
• Maintain process knowledge and share best practices with frontline teams.
• Support coaching and mentoring initiatives to improve resolution quality and consistency.

Skills

Bachelor's degree

2-3 years BPO experience

Subject Matter Expert

Escalation Specialist

Senior Associate

Team Support

Strong English communication

Analytical skills

Decision-making

Education

Bachelor's degree preferred

Tools

Zendesk

Job description

Ready to take your customer support experience to the next level?

If you enjoy solving complex cases, making sound decisions, and being the person others turn to for guidance, this opportunity could be for you.

We're looking for a Customer Service Representative - Tier 2 to support customer operations for a global leader in urban mobility and transportation technology. As part of the Tier 2 team, you'll take on complex escalations, provide expert guidance to frontline teams, and help ensure every case is resolved accurately, efficiently, and in line with policy.

This is more than handling escalations—you'll have the opportunity to analyze challenging cases, influence operational decisions, mentor frontline teams, and drive improvements that create a better customer experience.

If you have experience in escalations, Trust & Safety, mobility platforms, or customer operations and are ready to take on more complex responsibilities, we'd love to hear from you.

What You'll Do

• Act as a subject matter expert for Infrastructure & Mobility operations.

• Take ownership of complex customer escalations requiring advanced analysis and judgment.

• Provide real-time guidance and policy clarification to frontline support teams.

• Review safety-related incidents, policy exceptions, and high-impact customer concerns.

• Identify trends and root causes, and recommend improvements to processes and customer experience.

• Ensure operational decisions align with company policies, quality standards, and compliance requirements.

• Collaborate with Operations, Quality, Training, and other teams to strengthen performance and consistency.

• Maintain process knowledge and share best practices with frontline teams.

• Support coaching and mentoring initiatives to improve resolution quality and consistency.

What We're Looking For

• Bachelor's degree preferred.

• At least 2-3 years of BPO experience, preferably in customer support, escalations, or operations.

• Experience as a Subject Matter Expert, Escalation Specialist, Senior Associate, or Team Support is highly preferred.

• Strong English communication skills (B2 minimum; C1 preferred).

• Strong analytical, problem-solving, and decision-making skills.

• Excellent attention to detail and confidence in handling complex or ambiguous situations.

• Experience with Zendesk or similar CRM/case management platforms.

• Willingness to work in a 24/7 rotating shift environment.

Applicant Privacy Notice & Consent

1. How We Use Your Data

When you apply for a position with us, Enshored, Inc. ("Enshored") collects and processes your personal data to evaluate your suitability for employment. This includes reviewing your resume, references, and any details provided during interviews. Your data may also be shared with our authorized service providers who process data on our behalf, solely in connection with this recruitment activity.

2. Retention

If your application is successful, this data will become part of your personnel file. If we do not hire you at this time, we will keep your information on file for two (2) years for record-keeping and talent pool purposes.

3. Your Rights

You have the right to access, correct, or request the deletion of your personal data at any time by contacting our Data Protection Officer at @enshored.com. To learn more about how we handle and protect your information, please read our full Applicant Privacy Notice.

Consent Statement

By submitting your application and resume through this job board, you expressly consent to the processing of your personal data for recruitment and hiring purposes as described above and in accordance with Enshored’s Applicant Privacy Notice.