Support Agent (f/m/x)

Exmox GmbH; Taguig; Remote; PHP 279,000 - 446,000; Full time

Job summary

Exmox GmbH is seeking a motivated Support Agent to join a global, fast-paced team from the Philippines. You will handle a high volume of user inquiries, troubleshoot account and technical questions, and ensure a smooth, engaging experience for millions of players.

You will work with our Germany-based internal team to deliver top-tier support. A strong English proficiency, a proactive mindset, and an interest in mobile gaming are essential for success in this remote, home-based role from Metro

Qualifications

• Previous customer support experience in a fast-paced environment.
• Advanced written and spoken English skills.
• Interest in mobile gaming and player support.
• Proactive, solution-oriented approach with ability to work independently.

Responsibilities

• Handle a wide range of inquiries via helpdesk tools, including account-related, technical, and app-specific questions.
• Deep-dive into technical issues to find effective solutions and retain players.
• Manage complex support workflows and prioritize tasks to meet response times.
• Collaborate with our remote team in the Philippines and internal teams to ensure a consistent support experience.
• Identify recurring bugs or pain points and share insights to improve the product.

Skills

Customer support

English proficiency

Mobile gaming knowledge

Proactive mindset

Team collaboration

Tools

Zendesk

Job description

Your Mission

This is a company built for growth.

When you join exmox, you're stepping onto a global, highly competitive playing field, solving real problems in environments that push you beyond your comfort zone. We move fast, cut the noise, and focus on what actually matters, because in our industry, speed wins.

With 50M+ platform downloads, we're rapidly scaling one of the most exciting innovations in mobile gaming: a rewarded user engagement and acquisition platform that helps players discover, and engage with games they enjoy - creating lasting value for both players and gaming studios.

As a Support Agent at exmox, you will manage the daily flow of user inquiries, directly impacting how millions of players interact with our products. You will work at the intersection of technical problem-solving and user retention, providing the timely support that allows our community to enjoy our offers without interruption.

You will join a collaborative team of support agents based in the Manila area, working closely with our Germany-based internal customer support team to deliver top-tier support to millions of players worldwide.

What You'll Own

• Player Assistance: Handle a wide range of inquiries via helpdesk tools, resolving account-related, technical, and app-specific questions.

• Issue Resolution: Deep-dive into technical issues to find solutions that help players continue enjoying their gaming offers.

• Workflow Management: Manage complex support workflows, prioritizing tasks effectively to meet response time goals.

• Global Collaboration: Work alongside our remote team in the Philippines and internal teams to maintain a consistent and high-standard support experience.

• Proactive Feedback: Identify recurring bugs or user pain points and share insights with the team to help improve the product.

What You Bring

• Experience: Previous experience in customer support or a professional background demonstrating strong interpersonal skills and situational awareness; Experience in mobile gaming and player support is a big plus.

• Language: Advanced proficiency in written and spoken English.

• Technical Interest: A genuine interest in technical support environments and the mobile gaming industry.

• Mindset: A proactive, solution-oriented approach with the ability to manage tasks independently.

• Tools: Familiarity with helpdesk software like Zendesk is a strong plus.

How We Win

• Location:100% Work from Home(must be based in Metro Manila).

• Shifts:Full-time (40h/week, Mon-Sun) on rotating shift roster. To maintain 24/7 support, night shifts are scheduled on a rotating basis across the team. Overtime hours may also be required based on business needs.

• Public Holidays:Working on public holidays may be required on an as-needed basis.

• Equipment:We've got you covered - all necessary work hardware will be provided.

• Paid Time Off:15 days of PTO,with an increase of 1 additional day each year up to a maximum of 20 days.

• A highly ambitious environment with a clear goal:Work with driven people who challenge each other openly and take full ownership at a company that prioritizes growth, performance, and impact to compete at the highest level and win.