Payroll Support Specialist - SaaS, Hybrid Manila

Cloudpay; Manila; Hybrid; PHP 469,000 - 670,000; Full time

Benefits offered by this job

Calm app

EAP

Group Life Insurance

HMO

Employee Referral Program

Mid-Year Bonus

13th Month Pay

Regularization Bonus

Job summary

CloudPay is seeking an Associate Customer Support Specialist to be the first point of contact for clients, delivering essential payroll and payment support. You will troubleshoot issues, answer queries, and guide users through platform navigation, reports, and data submission.

Based in Manila with a hybrid work setup (4x/month in Makati), the role requires experience in customer service or SaaS, CRM proficiency (Salesforce, Zendesk), strong communication, and a customer-focused mindset to drive

Qualifications

• Experience in a customer service, helpdesk, or support role (B2B/SaaS preferred).
• Proficient with CRM software (Salesforce, Zendesk) and Microsoft Office Suite.
• Excellent written and verbal communication with non-technical users.
• Strong analytical and problem-solving skills with attention to detail.
• Genuine passion for helping customers and delivering exceptional service.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative mindset and teamwork.
• Basic understanding of payroll processes or financial systems.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner, adhering to SLAs.
• Provide accurate information on CloudPay's products and services, including payroll processing and payment methods.
• Diagnose and resolve platform issues, escalating complex problems to senior staff when needed.
• Guide customers through platform navigation, data submission, and reporting processes.
• Document all interactions and resolutions in the CRM system.
• Collaborate with implementation, product development, and finance teams to ensure a seamless customer experience.
• Identify opportunities to improve customer satisfaction and contribute to process improvements.
• Participate in ongoing training to enhance product knowledge and support skills.
• Adhere to company data privacy and security policies.

Skills

Customer service

CRM proficiency

Communication

Analytical thinking

Team player

Payroll basics

Tools

Salesforce

Zendesk

Microsoft Office

Job description

CloudPay is seeking an Associate Customer Support Specialist to be the first point of contact for clients, delivering essential payroll and payment support. You will troubleshoot issues, answer queries, and guide users through platform navigation, reports, and data submission.

Based in Manila with a hybrid work setup (4x/month in Makati), the role requires experience in customer service or SaaS, CRM proficiency (Salesforce, Zendesk), strong communication, and a customer-focused mindset to drive