SLA-Driven Customer Support Specialist

Genflow; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Creator College is seeking a reliable Customer Support Agent to handle ticket-based inquiries, maintain SLA compliance, and contribute to automation and AI-driven resolutions. You will spot patterns, surface insights, and help improve self-service tooling and FAQs.

Role emphasizes hands-on delivery, with involvement in reporting, training, and improving customer resolution processes to support conversion and retention.

Qualifications

• 2+ years in a ticket-based customer support role.
• Strong written communication and problem-solving skills.
• Highly organised, dependable and capable with high ticket volumes.
• Proactive mindset with a focus on continuous improvement.
• Confident with support platforms and quick to learn new tools.
• Flexible availability to work overtime during peak periods (Nov-Jan).
• Experience with Dixa, Digital Genius or AI-driven tools is a strong advantage.

Responsibilities

• Manage customer support tickets on Creator College using Dixa, ensuring queries align with brand and SLAs.
• Prioritise workload to maintain SLA coverage at all times, including peak periods.
• Develop understanding of brand, product, and customer journey to deliver efficient support.
• Identify recurring issues and improve FAQs and chatbot responses to reduce volume.
• Support automation and AI improvements to increase non-agent resolution.
• Surface trends from tickets to inform reporting and training.
• Support monthly agent training by highlighting common issues and improvement opportunities.
• Treat customer support as a key channel for conversion, retention, and brand trust.

Skills

Ticket-based support

Strong written communication

High ticket volumes

Continuous improvement

Support platforms

Overtime flexibility

Tools

Dixa

Digital Genius

AI-driven tools

Job description

Creator College is seeking a reliable Customer Support Agent to handle ticket-based inquiries, maintain SLA compliance, and contribute to automation and AI-driven resolutions. You will spot patterns, surface insights, and help improve self-service tooling and FAQs.

Role emphasizes hands-on delivery, with involvement in reporting, training, and improving customer resolution processes to support conversion and retention.