Senior Customer Support Specialist

Job Expectations:

• Position Type: Experienced - Individual Contributor
• Employment Type: Full-Time; Open-Ended Contract (Direct Hire)
• Work Setup & Location: Fully remote - Philippines
• Work Schedule: Flexible, Mondays - Fridays
• Base Salary: Php 40,000 - Php 70,000
• Industry: Software Solutions (Blockchain/P2E gaming)

About the Job:
Join our client's team as a Senior Support Specialist and be the frontline of support for a vibrant community. Youll be the first point of contact across multiple platforms, ensuring every support request is handled swiftly and accurately. Your role will be essential in maintaining seamless communication and a high level of customer satisfaction. If you're passionate about creating a positive support experience and ready to make an impact. Apply now!

Responsibilities:

• Triages incoming support requests across channels (e.g. Discord, Telegram, Linear, Slack) and teams within the company.
• Categorizes support requests based on urgency and nature, and assigns them to appropriate teams or individuals.
• Tracks and monitors support tickets to ensure timely resolution and adherence to SLAs.
• Escalates complex issues to senior support staff or relevant departments.
• Documents common issues and solutions in the knowledge base.
• Assists in maintaining internal knowledge base articles and FAQs.
• Identifies recurring issues and provides feedback to improve products, services, and processes.
• Handles escalated and complex support cases that require in-depth knowledge and expertise.
• Assists in developing and implementing support processes and procedures.
• Contributes to the creation and maintenance of support documentation and training materials.
• Monitors support metrics and identifies areas for improvement.
• Collaborates with other departments to resolve cross-functional issues.

Qualifications:

• 3+ years of experience in configuring and using support tools and ticketing systems, preferably Intercom (including automating workflows).
• Proven ability to handle difficult customer interactions and resolve complex issues.
• Experience in monitoring and reporting on support KPIs and SLAs.
• Strong ability to identify and implement support process improvements.
• Customer-centric mindset with empathy.
• Ability to work independently and as part of a team.
• Excellent time management, organizational skills, and ability to work under pressure to meet deadlines.
• Possesses excellent interpersonal and communication skills.
• Can start immediately if possible.

Company Profile:

Our client operates in the blockchain gaming industry, focusing on play-to-earn games and the virtual asset economy. It is a decentralized autonomous organization (DAO) that invests in and supports gaming assets, allowing players to earn rewards through gameplay and community involvement.

About Likha Careers:

Likha is a traditional Tagalog (Filipino) word that means to create or creation. At its core, Likha Careers exists to help create a world where people from all walks of life have the opportunity to participate in a positive and rewarding career where happiness, pride, and financial security are achieved. We do this through thoughtful, people-centric career services.

Let's create your career together!