Textline - Customer Support Specialist (Level II)

Role Details

Type of Support: Back-office
Contract Duration: 3 months but can be extended depending on partner needs
Training Schedule: TBD
Work Schedule: TBD
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: April 24, 2025

About the role:

PartnerHero is looking for talented folks to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career. 

The reason you join won’t be the reason you stay.

You will…

• Assist in monitoring day-to-day telecom carrier services operations
• Support communication with carriers regarding service quality issues
• Help maintain customer registration data used by telecom carriers
• Participate in troubleshooting basic carrier-related issues
• Attend carrier meetings with senior team members
• Schedule and coordinate service implementations or changes
• Document and track carrier service requests
• Learn about industry regulations and telecom best practices
• Support the team with administrative tasks related to carrier management

What you bring to the table

• Native or near-native English. Polished written and verbal communication
  • High proficiency in written English (С-1)
• 2+ years of customer service experience, preferably supporting customers via phone, email, and chat in the Telecommunications industry
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• An effective collaborator; supportive of other team members in their success
• Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions in written communication
• Ability to work in a fast-paced environment, learn quickly and adapt to a changing product
• Highly empathetic
• Proactive attitude and ability to work with limited supervision. 
• Creative problem-solving skills, ability to think logically, organized and self-motivated.

What We Provide

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bentobox. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity. 

Read more about our Core Values and story here.