Global Merchant Solutions Specialist

The Back Room Offshoring Inc.; Angeles; On-site; PHP 300,000 - 540,000; Full time

Job summary

The Back Room Offshoring Inc. is seeking a Customer Solutions Specialist in the Philippines to support merchants and partners across tickets, calls, email, and live chat.

You will troubleshoot technical issues, coordinate with internal teams, and ensure clear communication throughout the resolution process in a fast-paced fintech setting. We value strong English communication, teamwork with global colleagues, and meticulous documentation to meet service levels.

Qualifications

• Experience in customer support or help desk roles.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal English communication.
• Experience with ticketing/CRM platforms (HubSpot, Salesforce, Zendesk).
• Ability to manage multiple support channels and meet SLAs.
• Strong documentation and case management skills.

Responsibilities

• Respond to inquiries via ticketing, phone, email, and live chat.
• Troubleshoot technical and operational issues for merchants and partners.
• Coordinate with internal teams and keep customers informed throughout resolution.
• Document interactions and actions taken; escalate when needed.
• Maintain professional communication and high service quality in a fintech environment.

Skills

Troubleshooting

Problem-solving

English communication

Multichannel support

Ticketing systems

CRM platforms

Documentation

Cross-functional collaboration

Tools

HubSpot

Salesforce

Zendesk

Jira

Job description

The Back Room Offshoring Inc. is seeking a Customer Solutions Specialist in the Philippines to support merchants and partners across tickets, calls, email, and live chat.

You will troubleshoot technical issues, coordinate with internal teams, and ensure clear communication throughout the resolution process in a fast-paced fintech setting. We value strong English communication, teamwork with global colleagues, and meticulous documentation to meet service levels.