Senior L2 Customer Support Specialist - Process & Training

Lokal; Hinoba-an; On-site; PHP 2,001,000 - 3,252,000; Full time

Job summary

Lokal is seeking a detail-oriented Customer Support Executive - L2 to join our Customer Support team. In this role, you will drive accuracy, efficiency, and quality across support processes, acting as the go-to expert for resolving complex queries and improving workflows.

You will collaborate with support agents, training teams, product stakeholders, and cross-functional teams to ensure a seamless customer experience and high standards of knowledge accuracy.

Qualifications

• Bachelor's/Master’s degree in a relevant field.
• Excellent communication and documentation skills.
• Strong analytical and research abilities.
• Experience with cross-functional teams is a plus.

Responsibilities

• Provide deep domain expertise and support to teams across content, operations, product, and training.
• Review, audit, and validate workflows, processes, or content to ensure relevance, accuracy, and alignment with industry standards.
• Collaborate with functional teams to map processes clearly and translate them into structured, easy-to-follow SOPs.
• Ensure timely resolution of L2 tickets within the defined Turn around Time (TAT) while maintaining high standards of quality in customer support delivery.
• Collaborate with product managers, content writers, and quality teams to ensure high standards.
• Conduct internal training and onboarding sessions for new team members in the domain.
• Stay updated with industry trends, tools, and compliance requirements.
• Identify gaps and proactively suggest improvements in existing content/process.

Skills

Excellent communication

Documentation skills

Analytical skills

Cross-functional collaboration

Attention to detail

Education

Bachelor's/Master’s degree in a relevant field

Job description

Lokal is seeking a detail-oriented Customer Support Executive - L2 to join our Customer Support team. In this role, you will drive accuracy, efficiency, and quality across support processes, acting as the go-to expert for resolving complex queries and improving workflows.

You will collaborate with support agents, training teams, product stakeholders, and cross-functional teams to ensure a seamless customer experience and high standards of knowledge accuracy.