[Hiring] Customer Service Lead @Emapta

Role Description

As Customer Service Lead (Tech), you will connect users with AI-powered architectural solutions, deliver engaging product demonstrations, and shape a consistent customer journey.

• Respond to general customer and user inquiries regarding the company's software, features, functionality, and services.
• Provide professional and timely customer support through available communication channels.
• Schedule and conduct live product demonstrations for prospective and existing users.
• Explain software functionality and workflows clearly based on each user's technical requirements.
• Assess customer needs and identify how the software can support architectural or design workflows.
• Guide customers through basic product-related questions and coordinate complex technical concerns with the appropriate internal teams.
• Maintain accurate records of customer inquiries, product demonstrations, feedback, and follow-up requirements.
• Promote a positive and consistent experience throughout the customer journey.
• Share recurring customer questions, product concerns, and user experience improvement opportunities with internal teams.
• Uphold customer service standards and support the overall performance of the customer service function as the role develops.

Qualifications

• Educational or professional background in Architecture, Engineering, Construction, Design, or a related technical discipline.
• 3-5 years of professional experience in architecture, architectural design, construction, engineering, BIM, or a related technical environment.
• Familiarity with AutoCAD, Revit, BIM standards, and related workflows.
• Previous experience in customer service, technical support, product support, software demonstrations, or other client-facing functions.
• Confidence in conducting live virtual product demonstrations and communicating directly with customers.
• Strong verbal, written, and technical English communication skills.
• Ability to explain technical concepts clearly and in a customer-friendly manner.
• Excellent interpersonal, presentation, problem-solving, and organizational skills.
• Willingness to learn new software platforms and technologies.
• Capacity to work independently in a remote environment while managing multiple customer inquiries and scheduled demonstrations.

Requirements

• Previous experience as an Architect, Architectural Designer, BIM Specialist, BIM Coordinator, Revit Specialist, CAD Designer, Technical Support Specialist, Application Specialist, or Customer Success professional within the architecture, engineering, and construction industry.

Benefits

• Competitive Salary Package.
• Night differential pay to maximize your earnings.
• Fixed weekends off.
• Permanently work from home arrangement.
• HMO coverage with free dependent upon regularization.
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with a minimum of 6 months company tenure).
• Unlimited upskilling through Emapta Academy courses.
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!).
• Unlimited opportunities for employee referral incentives across the organization.
• Standard government and Emapta benefits.
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash).
• Fun engagement activities for employees.
• Mentorship and exposure to global leaders and teams.
• Career growth opportunities.
• Diverse and supportive work environment.