[Hiring] Customer Support Specialist @Emapta

Role Description

Turn every support interaction into a smoother event experience. Join Emapta as a Customer Support Specialist, resolving ticketing, access, refund, and technical concerns for a global event technology platform. Protect customer satisfaction across high-demand events while expanding your SaaS expertise and building a long-term international career alongside Emapta's top 1% talent.

Your Pass to a Global Tech Career:

• Employment Type: Full-time
• Shift: Night Shift, Consecutive Off
• Work Setup: Permanent Work From Home
• Salary: PHP 40,000 - PHP 80,000

Qualifications

• Diploma qualification in Administration, Business, ICT, or a related field
• At least 3 years of customer support experience in a SaaS or technology environment
• Proven experience supporting external customers and stakeholders
• Experience in the event management sector
• Intermediate written and verbal communication skills
• Experience with ticketing systems, preferred but not required
• Strong attention to detail with a focus on accuracy and completeness
• Customer-centric mindset with a commitment to exceeding expectations
• Strong collaboration skills across teams and functions
• Strong time management and prioritization skills
• Solid product knowledge with the ability to understand technical solutions

Requirements

• Customer Support & Service Delivery
• Respond to customer inquiries across multiple communication channels
• Meet or exceed CSAT targets and service-level agreements (SLAs)
• Communicate with clarity, empathy, and accuracy
• Assist users with ticket purchases, delivery issues, refunds, and access concerns
• Resolve common customer issues within established SLA timelines
• De-escalate complex situations professionally and effectively
• Technical Troubleshooting & Escalation
• Identify and troubleshoot technical issues
• Document findings accurately and escalate complex concerns to appropriate internal teams
• Prioritize urgent and time-sensitive cases
• Documentation & Process Improvement
• Maintain accurate documentation and internal records
• Contribute to knowledge base articles and FAQs
• Share insights to improve support processes and reduce recurring issues
• Stakeholder Collaboration
• Collaborate with internal stakeholders across leadership, commercial, operations, technical, finance, and customer service teams
• Engage professionally with external stakeholders, including customers, venue clients, and suppliers

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with 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