Global Multichannel SaaS Customer Support Specialist

Lever, Inc.; Manila; Sur place; PHP 268 000 - 312 000; Plein temps

Résumé du poste

Coda is seeking a Customer Support Specialist to be the first point of contact for customers, resolving inquiries with professionalism and empathy. You will collaborate with internal teams, maintain accurate records in CRM systems, and help improve our knowledge base.

This role requires strong written English and experience in support across digital channels. The ideal candidate will have 1–2 years in e-commerce, fintech, or SaaS serving UK/European markets or 2–3 years in general customer

Qualifications

• Experience in customer support or client servicing, preferably managing digital communication platforms.
• 1–2 years in e-commerce, fintech, or SaaS serving UK or European markets, or 2–3 years general customer support.
• Proficiency in English.
• Strong written communication with a customer-first approach.
• Proficient in CRM/ticketing systems.
• Ability to work shifts including weekends and holidays.
• Calm under pressure with a solution-focused attitude.

Responsabilités

• Respond and resolve customer inquiries via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
• Document interactions in ticketing/CRM system for tracking and reporting.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Stay updated on company products, services, and policies to provide informed support.
• Monitor customer feedback from digital platforms and share insights for process improvements.
• Proactively suggest improvements to FAQs and Zendesk knowledge base based on customer feedback.
• Proactively develop a strong understanding of the gifting sector and the clients we support.
• Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

Connaissances

Customer support

English proficiency

CRM software

Strong communication

Time management

Outils

Zendesk

Salesforce

HubSpot

Description du poste

Coda is seeking a Customer Support Specialist to be the first point of contact for customers, resolving inquiries with professionalism and empathy. You will collaborate with internal teams, maintain accurate records in CRM systems, and help improve our knowledge base.

This role requires strong written English and experience in support across digital channels. The ideal candidate will have 1–2 years in e-commerce, fintech, or SaaS serving UK/European markets or 2–3 years in general customer