Support Operations Specialist - Client Support

Onyx CenterSource; Makati; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Onyx CenterSource is seeking a Support Operations Specialist – Client Support in the Philippines. You will be the primary client contact, handling inquiries across phone, email, and ticketing systems, while coordinating with internal teams to resolve issues and ensure high client satisfaction.

The role requires experience with case management tools like Salesforce or Jira, strong communication skills, and the ability to manage multiple tasks in a hybrid work environment.

Qualifications

• Excellent interpersonal and communication skills (written and verbal).
• Experience in client service, customer support, or account support (phone and/or in person).
• Experience using case management or ticketing systems (Salesforce, Jira, or similar).
• Technical/analytical understanding of system processes and basic troubleshooting.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Fluent in both oral and written English.

Responsibilities

• Act as the primary contact for clients and coordinate back-office activities with internal teams.
• Respond to client queries via phone, email, and ticketing systems with timely, professional communication.
• Utilize Salesforce for case management and Jira to monitor defects and enhancements.
• Troubleshoot application issues and identify system/process gaps.
• Create, document, and elevate tickets to stakeholders when required.
• Collaborate with Operations Support, Product, and Finance to resolve issues and communicate requirements.
• Escalate operational or system issues based on urgency and impact.
• Provide status updates and maintain documentation for management review.
• Support clients across multiple regions and time zones.

Skills

Communication

Client service

Case management

Troubleshooting

Time management

multitasking

English fluency

Education

High School Diploma or equivalent

Bachelor’s Degree or equivalent work experience

Tools

Salesforce

Jira

Job description

About Onyx CenterSource

Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborate to solve our clients’ business challenges, enabling our clients to enjoy stronger business relationships with each other by streamlining commission payments, removing friction from the process. This means hotels pay agencies the money they’re owed faster, and agencies receive much-needed supplier revenue more quickly and easily, increasing their desire to direct more bookings to hotels that use Onyx. All of this frees our clients up to focus on strategic, revenue-generating activities.

As a worldwide team with 20+ nationalities represented, we value our differences and use them to best serve our global clients. Every Onyx employee has the opportunity to grow through continual development opportunities, and we’re committed to making a positive impact in our communities and the world.

Onyx offers a variety of benefits to support a competitive total compensation package. You will work in an international and fast-paced growing environment full of learning opportunities.

About Onyx CenterSource

Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborate to solve our clients’ business challenges, enabling our clients to enjoy stronger business relationships with each other by streamlining commission payments, removing friction from the process. This means hotels pay agencies the money they’re owed faster, and agencies receive much-needed supplier revenue more quickly and easily, increasing their desire to direct more bookings to hotels that use Onyx. All of this frees our clients up to focus on strategic, revenue-generating activities.

As a worldwide team with 20+ nationalities represented, we value our differences and use them to best serve our global clients. Every Onyx employee has the opportunity to grow through continual development opportunities, and we’re committed to making a positive impact in our communities and the world.

Onyx offers a variety of benefits to support a competitive total compensation package. You will work in an international and fast-paced growing environment full of learning opportunities.

Overview

Job Description

The Support Operations Specialist – Client Support is the primary contact and support for clients in their use of Onyx products and services. This role is accountable to the Manager of Support Operations and maintains close working relationships with Client Support teams and other internal stakeholders.

The Support Operations Specialist is expected to perform all assigned activities in accordance with Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and company expectations while ensuring a high level of client satisfaction.

Location

Philippines

Scope

May support clients across multiple regions and time zones

Education

Minimum: High School Diploma or equivalent
Preferred: Bachelor’s Degree or equivalent work experience

Span Of Control

Reports to: Manager of Support Operations
Oversight: This position has no direct reports

Roles/

Responsibilities

• Act as the primary contact and support for clients in their use of Onyx products and coordinate back-office activities with the appropriate internal teams.
• Respond to client queries via phone, email, and ticketing systems, ensuring timely and professional communication.
• Utilize Salesforce for case management, documentation, tracking, and reporting of client interactions.
• Use Jira to monitor, elevate, and track product or system-related defects and enhancement requests.
• Navigate and support clients across various Onyx internal systems and applications to troubleshoot and resolve issues.
• Troubleshoot application-related issues and identify system or process gaps.
• Create, document, and elevate tickets to the appropriate stakeholders when required.
• Liaise with internal departments, including Operations Support, Product, and Finance, to resolve service problems, communicate new requirements, and assist with application use or general business inquiries.
• Escalate operational or system issues based on urgency and impact.
• Proactively identify opportunities to improve client performance and overall service experience.
• Communicate effectively with assigned client(s) on behalf of Support Operations.
• Provide quality deliverables and maintain strong client relationships.
• Ensure the Team Leader or Manager is informed of key client support activities and escalations.
• Maintain accurate documentation and provide status updates for management review.
• Ensure compliance with internal policies, SLAs, and quality standards.
• All other tasks assigned

Qualifications

Minimum required:

• Excellent interpersonal and communication skills (written and verbal).
• Previous experience in client service, customer support, or account support (phone and/or face-to-face).
• Experience using case management or ticketing systems (e.g., Salesforce, Jira, or similar platforms).
• Technical/analytical understanding of system process flows, data flow, file specifications, and basic troubleshooting.
• Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines.
• Strong time management and organizational skills.
• Fluent in both oral and written English.

Preferred

• Hands-on experience with Salesforce, Jira, or other CRM/ticketing systems.
• Experience in application or software support.
• Better than average written and spoken communication skills.
• Excellent computer skills in a Microsoft Windows environment (MS Office proficiency).
• Excellent telephone handling skills.
• Knowledge or understanding of the hospitality or travel industry.
• Fluency or working knowledge of additional languages.

Teamwork/Leadership/Interpersonal Skills

• Team Player / Teamwork Orientation
• Results-Oriented
• Enthusiastic and Self-Motivated
• Problem Solving / Analytical Thinking
• Customer / Client Focus
• Adaptability and Accountability

Organizational Interlocks

This position will work closely with internal stakeholders, including Support Operations, Product, Finance, Technology, and other cross-functional teams as required.

Physical

Demands

Travel Required

Work associated with this position is sedentary in nature and performed indoors at a desk, either remotely or in an office setting.

This position operates in a hybrid work environment (office and remote).