Remote Tier 1 Support Specialist - Customer Success

Coinscapture; Philippines; Hybrid; PHP 223,000 - 446,000; Full time

Job summary

PadSplit is seeking a Support Agent in a remote role based in the Philippines. You will join a fast-paced CX team delivering five-star support to members, handling membership queries, billing issues, and property-related questions.

The role requires empathy, clear communication, and strong problem-solving skills. You will work across multiple channels, log cases in Zendesk, and escalate complex issues while adhering to SOPs and regional guidelines.

Qualifications

• 3+ years in customer care (high-volume)
• Experience in PropTech, housing, or marketplace environments
• Hands-on experience with omnichannel support platforms
• Empathetic and clear communication across channels
• Proficiency with Google Workspace and multi-tab workflows
• Following SOPs, security, and privacy guidelines
• Strong analytical and problem-solving abilities
• Willingness to work flexible shifts including weekends and holidays
• Excellent attendance and accountability in remote/hybrid settings

Responsibilities

• Serve as frontline contact for PadSplit Members via calls and emails
• Troubleshoot membership, billing, and property inquiries
• Document case logs and triage escalations to Tier 2 or other teams
• Meet KPIs for FCR, AHT, CSAT
• De-escalate tense conversations with empathy and calmness
• Build knowledge of platform features and policies to provide accurate guidance
• Suggest improvements to help center and SOPs based on user feedback

Skills

High-volume support

PropTech / Housing experience

CRM proficiency

Empathetic communication

Tech literacy (Google Workspace)

SOP adherence

Problem solving

Flexible scheduling

Attendance & reliability

Tools

Zendesk

Intercom

Salesforce

VoIP

Job description

PadSplit is seeking a Support Agent in a remote role based in the Philippines. You will join a fast-paced CX team delivering five-star support to members, handling membership queries, billing issues, and property-related questions.

The role requires empathy, clear communication, and strong problem-solving skills. You will work across multiple channels, log cases in Zendesk, and escalate complex issues while adhering to SOPs and regional guidelines.