Senior Remote Multi-Channel Support Specialist

MicroSourcing; Manila; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Healthcare from day one

Bonuses

Paid time off with cash conversion

Group life insurance

Flexible work arrangements

Company events

Job summary

MicroSourcing is seeking a Senior Support Specialist in Metro Manila for a remote, shifting work setup. You will handle multi-channel customer interactions across phone, chat, and email within an SLA-driven hub, applying policy with judgment and avoiding scripts.

The role emphasizes quality, documentation, and structured administration during quieter periods. The ideal candidate has 3+ years in a multi-channel support environment, strong written communication, and experience with regulated or

Qualifications

• 3+ years experience in a multi-channel customer support environment with measurable SLA targets.
• Ability to handle complex or sensitive cases independently.
• Proficient in switching between phone, chat, email, and admin tasks with minimal quality loss.
• Strong written communication and documentation skills.
• Experience operating within regulated or policy-driven environments.

Responsibilities

• Manage inbound phone, live chat, and email inquiries from first contact through resolution or structured escalation.
• Apply policy confidently and explain decisions clearly without reliance on scripts.
• Maintain control of complex or emotionally charged conversations.
• Ensure consistent service quality across all communication channels.
• Process back-office work including claims administration, triage, and manual case filing.
• Maintain audit-ready documentation in the ticketing system and related systems.
• Balance live customer demand with structured administrative throughput.
• Escalate complex or out-of-scope cases appropriately.

Skills

Multi-channel support

SLA targets

Policy interpretation

Written communication

Tools

Zendesk

Job description

MicroSourcing is seeking a Senior Support Specialist in Metro Manila for a remote, shifting work setup. You will handle multi-channel customer interactions across phone, chat, and email within an SLA-driven hub, applying policy with judgment and avoiding scripts.

The role emphasizes quality, documentation, and structured administration during quieter periods. The ideal candidate has 3+ years in a multi-channel support environment, strong written communication, and experience with regulated or