Hybrid Customer Support Analyst: Escalations & Insights

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

Benefits offered by this job

HMO coverage from month one

Free catered lunches

Monthly fitness, transportation, and住宿

Team collaboration culture

Job summary

First Circle is seeking a Customer Support Analyst in a hybrid setup to manage escalated inquiries through email, chat, and calls while analyzing data to improve support processes.

You will work with Product, Engineering, and Operations to drive customer satisfaction, maintain documentation, and contribute to a culture of continuous improvement. English communication and 3–5 years experience are essential.

Qualifications

• 3-5 years in customer support or related role.
• Excellent written and verbal English.
• Familiarity with Zendesk or similar platforms.

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 CSAT scores.
• Analyze support data to identify trends and opportunities for process improvement.
• Develop and maintain documentation for support procedures and training materials.
• Monitor and report on customer feedback to inform product improvements.
• Assist with onboarding and training of new team members.
• Collaborate with Product, Engineering, and Operations to resolve issues.

Skills

Customer support

Analytical skills

English communication

Excel

SQL

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

First Circle is seeking a Customer Support Analyst in a hybrid setup to manage escalated inquiries through email, chat, and calls while analyzing data to improve support processes.

You will work with Product, Engineering, and Operations to drive customer satisfaction, maintain documentation, and contribute to a culture of continuous improvement. English communication and 3–5 years experience are essential.