Senior Support Specialist

MicroSourcing International; Manila; Remote; PHP 450,000 - 600,000; Full time

Benefits offered by this job

Healthcare on day one and dependents

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Metro Manila is seeking a Senior Support Specialist to manage multi-channel customer interactions in a remote team. You will handle phone, chat, and email with policy-driven decisions and strive for high-quality, SLA-compliant outcomes.

This role emphasizes independent handling of complex cases, strong written communication, and accurate documentation, while adhering to regulated environments and escalation guidelines.

Qualifications

• 3+ years experience in a multi-channel customer support environment with measurable SLA targets.
• Demonstrated experience handling complex or sensitive cases independently.
• Proven ability to switch between phone, chat, email, and administrative tasks without quality loss.

Responsibilities

• Manage inbound phone, live chat, and email enquiries 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 our ticketing system and associated systems
• Balance live customer demand with structured administrative throughput
• Identify and flag process gaps, documentation risks, or compliance concerns
• Meet or exceed SLAs, QA benchmarks, and productivity expectations
• Follow SOPs, compliance requirements, and escalation frameworks
• Maintain high case accuracy with minimal rework
• Exercise sound judgement on resolution versus escalation
• Escalate complex, sensitive, or out-of-scope cases appropriately
• Protect compliance and regulatory standards in all interactions

Skills

Multi-channel support

SLA targets

Zendesk

Tools

Zendesk

Job description

Discover your 100% YOU with MicroSourcing!

Position: Senior Support Specialist
Location: Metro Manila
Work setup & shift: Remote| Shifting

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

About The Role

This role sits within a structured, SLA-driven Customer Support Hub delivering multi-channel service and operational execution across phone, chat, email, and back-office workflows.
This is not a script-based or volume contact centre role. You are expected to understand policy, apply judgement, and manage complex customer interactions with composure and clarity.
You will own customer cases across channels while maintaining full utilisation through structured administrative execution during non-live periods. Performance is measured across quality, SLA adherence, documentation accuracy, and operational productivity.
Only candidates with demonstrated excellence in multi-channel support environments will be considered.

Key Responsibilities

Multi-Channel Customer Ownership

• Manage inbound phone, live chat, and email enquiries 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

Hybrid Operations Execution

• Process back-office work including claims administration, triage, and manual case filing
• Maintain audit-ready documentation in our ticketing system and associated systems
• Balance live customer demand with structured administrative throughput
• Identify and flag process gaps, documentation risks, or compliance concerns

Operational Excellence

• Meet or exceed SLAs, QA benchmarks, and productivity expectations
• Follow SOPs, compliance requirements, and escalation frameworks
• Maintain high case accuracy with minimal rework

Collaboration & Escalation

• Exercise sound judgement on resolution versus escalation
• Escalate complex, sensitive, or out-of-scope cases appropriately
• Protect compliance and regulatory standards in all interactions

What You Will Bring

• 3+ years experience in a multi-channel customer support environment with measurable SLA targets
• Demonstrated experience handling complex or sensitive cases independently
• Proven ability to switch between phone, chat, email, and administrative tasks without quality loss
• Strong written communication and documentation capability
• Experience operating within regulated, compliance-driven, or policy-based environments

Candidates who rely heavily on scripts, struggle with structured written communication, or require close supervision in policy interpretation will not proceed.

Preferred

• Experience in insurance, fintech, travel, or regulated environments
• Familiarity with Zendesk or similar case management tools
• Exposure to SLA-driven operational environments
• Additional language proficiency beyond English is highly regarded and may be utilised to support regional customer demand.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
For more information, visit https://www.microsourcing.com/

• Terms & conditions apply