Implementation & Customer Experience Specialist | Hybrid | Makati | Day 1 HMO

Emapta; Metro Manila; Hybrid; PHP 650,000 - 950,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Night differential pay

Hybrid work arrangement

Prime office location in Makati

Fixed weekends off

Salary Advance Program

Unlimited upskilling through Emapta

Office gym access

Lifestyle perks

Referral incentives

Government and Emapta benefits

20 annual leaves (incl. 5 cashable)

Engagement activities

Mentorship and global exposure

Career growth opportunities

Supportive work environment

Job summary

Emapta is seeking an Implementation & Customer Experience Specialist to translate complex B2B SaaS into seamless customer experiences. You will solve, guide, train, and enable global customers while advancing your IT career from the Philippines.

Join a hybrid team in Makati with night shift alignment to US Eastern hours. The role emphasizes data-heavy operations, documentation, and proactive enablement across ERP-centric platforms.

Qualifications

• More than 3 years of experience in B2B SaaS support, implementation, or customer success.
• Experience with ERP, supply chain, inventory, accounting, or MES software.
• Excellent spoken and written English communication skills with professional tone.
• Advanced proficiency in Microsoft Excel or Google Sheets, including lookups and pivot tables.
• Ability to work a dedicated 6-hour daily window overlapping US Eastern business hours (9:00 AM-5:00 PM EST/EDT).
• Basic SQL literacy or strong aptitude to learn SQL, preferably PostgreSQL.

Responsibilities

• Tier-1/2 Technical Support & Triage: act as first contact for tickets and questions; reproduce bugs; draft clear escalation briefs.

Skills

B2B SaaS support

ERP software

SQL literacy

Excel

English communication

Data analysis

Customer enablement

Tools

PostgreSQL

Loom

Job description

Turn Complex Tech Into Confident Customer Experiences

Enterprise software delivers its greatest value when customers can put it to work confidently. Become the bridge between technology and adoption as an Implementation & Customer Experience Specialist, turning complex B2B SaaS into seamless experiences. Solve, guide, train, and enable global customers while taking your IT career worldwide without leaving the Philippines.

Your Career Snapshot

• Employment Type: Full-time
• Shift: Night Shift (9:00 AM-5:00 PM EST/EDT), Weekends Off
• Work Setup: Hybrid, Makati

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/))
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• More than 3 years of experience in B2B SaaS support, implementation, or customer success, with a proven background supporting complex, data-heavy enterprise or operations platforms
• Experience with ERP, supply chain, inventory, accounting, or MES software, preferred over consumer applications
• Excellent spoken and written English communication skills, with strong empathy, professional polish, and tone control when communicating asynchronously or through live video calls with busy operations managers
• Advanced proficiency in Microsoft Excel or Google Sheets, including advanced lookups, pivot tables, data normalization, text parsing, and error handling for large CSV exports
• Ability to work a dedicated 6-hour daily window overlapping standard US Eastern business hours (9:00 AM-5:00 PM EST/EDT)
• Basic SQL literacy or strong aptitude to learn SQL within the first month to query PostgreSQL for support triage, strongly preferred
• Prior exposure to supply chain or ERP systems, strongly preferred
• Experience creating software documentation or video walkthroughs, strongly preferred

Your Daily Tasks

Tier-1/2 Technical Support & Triage

• Serve as the first point of contact for customer tickets and technical questions
• Reproduce reported bugs and investigate data configuration issues
• Resolve user errors directly whenever possible
• Draft clear escalation briefs with replication steps and tenant IDs when core engineering intervention is required

Customer Sandbox & Demo Provisioning

• Provision new tenant environments for customer onboarding and demonstrations
• Configure role permissions according to customer requirements
• Seed realistic personas and operational mock data
• Maintain active demo environments ahead of customer onboarding sessions

Training & Customer Enablement

• Conduct live video walkthroughs with client operations personnel
• Produce guided video tutorials using Loom
• Maintain the library of module user guides and software documentation
• Update documentation with accurate and current screenshots

Customer Data Wrangling & Preparation

• Clean, map, deduplicate, and format customer legacy data exports before ingestion
• Prepare item master records, bills of materials, vendor lists, customer sheets, beginning inventory counts, and other operational datasets
• Apply advanced spreadsheet techniques to improve data quality and ingestion readiness

Customer Release Notes & Communication

• Author clear, user-friendly release notes and feature summaries
• Translate technical product changes into practical information for non-technical operations managers, inventory clerks, and plant directors
• Communicate product updates in language that customers can easily understand and act upon

About the Client

Our client is an enterprise technology company developing an AI-native platform that unifies critical business operations through one shared data model. They provide integrated capabilities across CRM, finance, manufacturing, quality, supply chain, sourcing, contracts, projects, treasury, and product lifecycle management. Their platform combines 13 connected modules with built-in AI, intelligent agents, and cross-functional automation. They help growing businesses replace fragmented systems, streamline complex workflows, strengthen operational visibility, manage data more effectively, and scale enterprise operations through connected, intelligent technology.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.