Support Representative

Reliasourcing; Pasay; On-site; PHP 300,000 - 420,000; Full time

Job summary

Reliasourcing is hiring a Support Representative to establish and lead our offshore support team in the Philippines. You will independently handle customer inquiries, troubleshoot issues, and ensure exceptional support across email, live chat, and social platforms.

As the first offshore hire, you will shape team culture, mentor new members, and take on increasing responsibilities while working a 24/7 shift schedule including nights, weekends, and holidays.

Qualifications

• Proven track record in stable employment and reliable performance.
• Experience in Customer Support, Community Management, or similar customer-facing role.
• Solid gaming industry experience is preferred or required.
• Familiarity with KYC/compliance and financial operations is a plus.
• Experience training or mentoring junior agents is desirable.
• Experience supporting customers via email, chat, and social media channels.
• Familiarity with customer support platforms, CRM systems, and ticketing tools.
• Strong understanding of live service games, gaming ecosystems, and virtual economies.
• Experience creating help center articles, FAQs, or video tutorials.

Responsibilities

• Provide timely, professional, and empathetic support to customers via email, live chat, and social media.
• Troubleshoot technical, account-related, and gameplay issues across multiple platforms.
• Escalate complex cases to the appropriate teams with proper follow-up and resolution.
• Document recurring issues, bugs, and player feedback to improve support and game quality.
• Stay up to date with game updates, events, features, and community trends to provide accurate information.
• Create and maintain knowledge base articles, FAQs, player guides, and other support documentation.
• Contribute to improving support processes and customer experience.
• Mentor and guide future team members as the support team grows.

Skills

Customer support

Communication

English proficiency

Problem solving

Multitasking

Empathy

Tools

CRM systems

Ticketing tools

Knowledge base

Live chat platforms

Job description

We2re looking for an experienced and dependable Support Representative to become the foundation of our new offshore support team. As our first offshore hire, you2ll independently manage customer inquiries, troubleshoot issues, and ensure every user receives exceptional support.

Since you2ll initially operate without a domestic support team, we2re looking for someone who brings confidence, maturity, and hands-on customer support experience. As the team grows, you2ll help shape the teams culture, mentor future team members, and take on greater responsibilities.

This role requires flexibility to work on a 24/7 shifting schedule, including nights, weekends, and holidays.

Key Responsibilities

• Provide timely, professional, and empathetic support to customers via email, live chat, and social media platforms.
• Troubleshoot technical, account-related, and gameplay issues across multiple platforms.
• Escalate complex cases to the appropriate teams while ensuring proper follow-up and resolution.
• Document recurring issues, bugs, and player feedback to improve the overall customer experience and game quality.
• Stay up to date with game updates, events, features, and community trends to provide accurate information.
• Create and maintain knowledge base articles, FAQs, player guides, and other support documentation.
• Contribute to the continuous improvement of support processes and customer experience.
• Assist in mentoring and guiding future team members as the support team expands.

Qualifications

• Proven track record of stable employment, demonstrating reliability and long-term commitment.
• Previous experience in Customer Support, Community Management, or a similar customer-facing role.
• Solid experience within the gaming industry is required.
• Experience handling KYC (Know Your Customer), compliance, and financial operations.
• Previous experience providing training, coaching, mentoring, or guidance to junior agents or teammates.
• Experience supporting customers through email, chat, and social media channels.
• Familiarity with customer support platforms, CRM systems, and ticketing tools.
• Strong understanding of live service games, gaming ecosystems, and virtual economies.
• Experience creating help center articles, FAQs, knowledge base content, or video tutorials.
• Knowledge of online moderation, player/community management, and conflict resolution best practices.
• Excellent written and verbal English communication skills.
• Strong technical aptitude with excellent troubleshooting and problem-solving skills.
• Highly organized with strong attention to detail and the ability to multitask in a fast-paced environment.
• Patient, empathetic, and able to remain calm under pressure.
• Comfortable working independently with minimal supervision.
• Willing to work 24/7 shifting schedules, including night shifts, weekends, and holidays.

Preferred Skills

• Background supporting online games or live-service gaming environments.
• Experience working with cross-functional teams.
• Passion for gaming and staying current with gaming trends and communities.
• Leadership potential with the ability to help build and shape a growing support team.

Why Join Us?

• Be the first offshore member of a growing support organization.
• Help shape team culture, processes, and best practices.
• Opportunity to mentor future team members and grow into a leadership role.
• Work in a dynamic and fast-paced gaming environment with opportunities for career growth