Pure Email Support Representative

Hammerjack Pty Ltd; Philippines; On-site; PHP 284,000 - 341,000; Full time

Benefits offered by this job

Transport Allowance

Program Incentive

Job summary

Hammerjack Pty Ltd is seeking an Email Support Representative for its Financial Management Account in Makati. The role focuses on first-line customer support via email and chat, helping users resolve issues and navigate our SaaS platform.

You will troubleshoot connectivity, educate customers on features, and contribute to improving self-service resources. The position rewards clear communication and problem-solving in a fast-paced tech environment.

Qualifications

• 1.5–2 years in a customer-facing support role for an online product or SaaS.
• 2 years experience using Zendesk or similar software.
• Excellent written communication with strong attention to detail.
• Ability to stay calm and solution-oriented when handling customer concerns.

Responsibilities

• Respond to customer inquiries through email and chat on Zendesk.
• Troubleshoot account connectivity and data syncing issues with integrations like Plaid/Finicity/C Coinbase/Zillow.
• Educate customers on product features and best practices.
• Escalate bugs or technical concerns when needed.
• Create and improve help center articles, canned responses, and internal docs.
• Identify recurring customer concerns and suggest process improvements.
• Meet response time and ticket resolution benchmarks while maintaining quality.

Skills

Customer support

Written communication

Problem-solving

Learn new systems

Tools

Zendesk

Plaid

Finicity

Coinbase

Zillow

Job description

Email Support Representative — Financial Management Account

Monthly Salary Package — ₱28,000

Transpo Allowance — ₱1,000

Program Incentive — $100

Location: 19/F Robinsons Summit Center, Ayala Avenue, Makati, PH

About the Role

We're looking for a customer-focused and detail-oriented Email Support Representative to join our team. In this role, you'll be the first point of contact for customers, helping them resolve issues, navigate the product, and get the most out of their experience.

You’ll support users primarily through email and chat using Zendesk, troubleshoot technical account connection issues, and contribute to improving the customer experience through better documentation and self-service resources.

If you enjoy problem-solving, communicating clearly, and helping customers succeed in a fast-paced tech environment, this role could be a great fit.

What We're Looking For

• 1.5—2 years of experience in a customer-facing support role for an online product or SaaS platform
• 2 years of experience using Zendesk or similar customer support software
• Excellent written communication skills with strong attention to detail
• Ability to stay calm, professional, and solution-oriented when handling customer concerns
• Strong troubleshooting and problem-solving skills
• Ability to learn technical systems and product workflows quickly

What You'll Do

• Respond to customer inquiries through email and chat support platforms such as Zendesk
• Troubleshoot account connectivity and data syncing issues involving integrations like Plaid, Finicity, Coinbase, and Zillow
• Educate customers on product features and best practices
• Investigate and **es**calate bugs or technical concerns when needed
• Create and improve help center articles, canned responses, and internal documentation
• Identify recurring customer concerns and recommend process improvements
• Meet response time and ticket resolution benchmarks while maintaining a high-quality customer experience