Support Escalation Manager

Support Escalation Manager jobs in Makati

Posted 1 day ago

Job Description

Why join ezyCollect

In the time it takes you to read this job ad, our platform collects around $58,991.86 from businesses that struggle with late-paying customers. Since 2016, ezyCollect has been helping 1,500+ businesses reduce their overdue invoices by 43% on average.

ezyCollect is an Australian-founded B2B SaaS FinTech on a mission to eliminate late payments, with a focus on the Food & Beverage and Wholesale Building industry. Our invoice-to-payments subscription software complements accounting/ERP software (MYOB, Xero, NetSuite, SAP etc.) to automate the process of getting paid. We are expanding our products and services as well as our team. We are a team of over 60 across Australia, New Zealand, Brazil, the Philippines, the USA and Canada. ezyCollect is driven by a passionate and dynamic team that loves solving real business problems using the latest technology to get businesses paid on time every time. Our vision is to empower our clients to grow their businesses through integrated and faster payments, the latest and most accurate credit data and process automation.

We're looking for a curious, determined professional who thrives in a fast-paced, collaborative environment.

This is a full-time role based in the Philippines, working mainly in Australian business hours with some flexibility for US and client time zones. You'll observe NSW public holidays, and all communication is in English.

Technical Support Specialist

Join our team and be the go-to problem solver behind the scenes. You'll use your SQL know-how and integration expertise (think Xero, NetSuite, SAP, QuickBooks, MYOB) to keep things running smoothly, squash sync issues, and support our clients across the globe.

If you love digging into databases, fixing tricky technical challenges, and turning data into real insights, all while working with a collaborative, fast-moving team, this role is for you. You'll get to work on smart fintech solutions, grow your skills, and make an impact every day.

The Role

• Installations of all supported ezyCollect integrations, e.g. NetSuite, MYOB EXO, MYOB Acumatica, Xero and complex integrations
• Performing daily sync integrations checks
• Resolving daily Support Tickets
• Inbound customer support (Hubspot inbox and Intercom live chats)
• Liaising with technology partners to resolve clients' issues
• Ensuring proper technical documentation is logged and maintained
• Supporting clients or performing tasks outside of regular working hours (U.S. or other client time zone) when needed

The Role Requirements

• Minimum 2 to 3 years of experience in a technical support role, preferably in a SaaS-Fintech-based company
• Skilled in handling urgent investigations, isolating problems, and addressing high-priority issues effectively
• Customer-focused with a positive attitude and high standard in customer service; confident to speak to clients through phone, email, and live chat in fluent English
• Ability to communicate complex issues to both technical and non-technical audiences
• Preferably experience with AUS and US clients
• A problem-solving mindset and confidence in tackling tricky issues
• A strong work ethic and being easily adaptable to fast-paced environments
• Proactive with excellent initiative, while maintaining a high standard of work quality
• Excellent administrative, organisational, and time-management abilities
• Fast learner and highly adaptable to new tools and processes
• Reliable with a clear understanding of punctuality and the importance of meeting deadlines
• Collaborative team player, highly flexible, and willing to work outside regular hours when required

Technical

• Experience integrating with platforms like Xero, NetSuite, SAP, QuickBooks, or MYOB
• Skilled in troubleshooting and resolving issues across various software integrations
• Strong database know-how
• Knowledge for both production and reporting needs
• Capable of writing and executing SQL queries for diverse purposes, including reporting and analysis
• Development in Java, RESTful Api, Application servers (Tomcat)

Some of our benefits and perks:

• Employee Share Options
• Annual Training Budget
• HMO contributions
• Flexible working arrangements
• 4 weeks annual leave per year
• 2 weeks sick/carers leave per year
• Generous parental leave policy
• Other leave allowances (i.e. compassionate leave, bereavement leave, emergency leave, etc.)
• Employee SWAG
• Quarterly Social Team Events
• Monthly Virtual Games
• Having a large impact, a small team, and helping shape the future of ezyCollect
• Joining a passionate team that rewards the right behaviours
• Working with a product that customers love >1,200 customers in >18 countries
• There is an exceptional opportunity for the right candidate to work closely with our business founders, grow together with the company and help shape the future of ezyCollect
• Being part of a passionate, entrepreneurial team where you'll be valued for your contribution
• Dedicated training and coaching to help facilitate your career growth
• Insight/access into multiple facets of the business, giving a unique level of experience
• Fun and collaborative work environment guaranteed
• This is a Remote (work from home) position.

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Customer Support

Mandaluyong, National Capital Region ₱ - ₱ Y IBEX Global Solutions (Philippines) Inc.

Posted 1 day ago

Job Description

Job Summary

As an Associate Customer Support Specialist, you will be a member of our Customer Success (CS) team. You will work as part of a support team, alongside a Customer Support Manager, to deliver value to our customers through Client's software. A key element of your role will be providing frontline support to our customers. This will include solving customer problems, communicating with customers, troubleshooting technical issues, and escalating issues when required.

Duties and Responsibilities

• Rapidly learn the basics of the client software, enabling you to resolve customer queries.
• Provide a friendly and helpful service to customers when they contact Enable.
• Triage incoming customer requests, with support from the rest of the team.
• Solve our customers' problems and assist them in using the Enable software.
• Maintain an understanding of open support queries and escalate issues to peers as and when required.
• Collaborate with cross-functional teams, including Engineering and Product, to ensure timely resolution of customer issues and product improvements.

Knowledge, Skills, and Abilities (KSAs)

• Proficient problem-solving skills.
• Verbal and written communication skills to effectively convey technical concepts and instructions to customers of varying technical backgrounds.
• Demonstrated ability to quickly grasp complex software systems and learn and digest new information.
• Strong multitasking and effective time management abilities.
• Self-motivated and proactive attitude to support the team where necessary.
• Collaborative team player.Experience working well with internal teams, balancing team and customer success with company needs and opportunities.

Required Education and Experience

• A bachelor's degree.
• years of customer-facing experience, preferably in a SaaS company.

Customer Support

Caloocan City, National Capital Region ₱ Y SapientBPO Valenzuela

Posted 1 day ago

Job Description

We are mass hiring for Call Center Agents as prior in our Metro Manila sites

Sapient is URGENTLY HIRING APPLY TODAY AND GET HIRED IMMEDIATELY

Responsibilities:

• Resolve customer inquiries, concerns, or complaints effectively and escalate issues when necessary to ensure swift resolution.
• Update and maintain accurate records of customer interactions, transactions, and order details in the system.
• Stay updated on company policies, procedures, and services to provide accurate information to customers
• Contribute to a positive and collaborative team environment.

Our Awesome Benefits:

• Monthly Commissions
• Pioneer, Non-voice, and Easy Accounts Available
• HMO with 2 FREE Dependents from Day 1
• Free Coffee and Biscuits at the office
• Paid leaves, OT & holiday pay
• Government-mandated benefits & 13th-month pay
• Fast-Track Career Growth for top performers
• Retirement/Life Insurance for Qualified Staff
• Incentives and Signing Bonuses and other Premium Benefits for you to enjoy.

Job Types: Full-time, New-Grad, Permanent

• Additional leave
• Company events
• Health insurance
• Paid training

Customer Support

Baesa, National Capital Region ₱ - ₱ Y Tech Careers (by CaldwellCo)

Posted 1 day ago

Job Description

Are you looking for a stable career in the telecommunications industry without the pressure of voice calls? This opportunity is perfect for fresh graduates, career shifters, and individuals who want to build a rewarding career in a non-voice role.

We are seeking motivated candidates who are eager to learn and grow in the industry. This non-voice role is ideal for those with strong typing skills, attention to detail, and the ability to communicate clearly through written correspondence. Even if you're new to the industry, this position is designed to help you gain valuable experience while enjoying competitive compensation and benefits.

Qualifications

• To qualify for this opportunity, you must:
• Be at least 18 years old
• Have completed High School (Old Curriculum), ALS, or Senior High School (New Curriculum)
• Be ready to explore opportunities as a STADS candidate or career shifter

No prior call center or BPO experience is required. We welcome freshers and individuals who want to start a career in non-voice support.

What We Offer

When you apply, you'll enjoy benefits that support your career and well-being, including:

• Salary package up to PHP 30,000
• HMO coverage and insurance starting Day 1
• Night differential pay, holiday pay, and overtime pay
• Rice allowance and discounted medicines for employees
• Paid leaves and a mental wellness program from Day 1
• Free medical insurance upon regularization, including coverage for common law partners
• 13th month pay and government-mandated benefits

Build Your Career with Caldwell

At Caldwell Communications, we are committed to giving opportunities to individuals who want to thrive in the BPO industry. By joining us, you'll not only gain experience in the sector but also have the chance to grow in a supportive and inclusive workplace.

Don't miss this chance to start a meaningful career. Apply now

Job Type: Full-time

• Additional leave
• Company Christmas gift
• Company events
• Free parking
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Customer Support

Posted 1 day ago

Job Description

Customer Service II

Responsibilities

• Order Management: Process all orders efficiently, accurately and in line with policies and procedures
• Run and follow up on various control reports to ensure that the order to payment process is fulfilled.

Complaint Management

• Handle and close customer complaints on time
• Collaborate with other functions to close complaints

Customer Management

• To handle all incoming telephone calls and emails dealing with Customers needs
• Build relationships with key customers
• Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
• Communicate with Sales Account Managers (by email/phone), enabling complete visibility of key Customer issues.
• Attend relevant meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.

Other Tasks

• Attend all relevant training courses in order to develop skills and increase knowledge of Diversey products required to carry out role.
• Assist with other areas of the business as required, providing cover where necessary.
• Play an active role in company change process through positive communication to internal and external Customers.
• To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.

Requirements

• Preferred up to 2 years prior Customer Service Experience or university degree
• Fluent in business language of customer, with strong written and verbal communication skills. If this is not English, additionally English language skills are an advantage.
• Experience in order and complaint management
• Capable of working in a dynamic team environment
• Works within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard procedures
• Identifies problems and relevant issues in straightforward situations
• Computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/Excel
• SAP - ERP system knowledge preferred
• Flexible with work hours – if required to cover holiday calendars
• Fluency in English is required and fluency in any of the languages from Mandarin, Malay, Bahasa Indonesia , Bahasa Malaysia preferred

Customer Support

Makati City, National Capital Region ₱ - ₱ Y Lean Solutions Group

Posted 1 day ago

Job Description

We are seeking detail-oriented and customer-focused individuals to join our team as Customer Support Agents on a 3-month project-based contract, with the possibility of absorption into a regular position depending on performance and business needs.

This role is dedicated to handling customer inquiries, delivery instructions, and missing package requests primarily through digital channels such as our website chat platform and SMS/text. Occasional email follow-ups may be required, while rare phone interactions are typically handled by escalations or specialized teams.

Key Responsibilities:

• Manage and respond to customer inquiries regarding order status, delivery instructions, and missing package requests via website chat and SMS/text.
• Provide follow-up support through email when necessary.
• Maintain professionalism and accuracy in communication across all channels.
• Handle a maximum of 3 concurrent interactions (e.g., 2 chats and 1 text).
• Ensure timely responses, with at least 80% of chats answered within 3 minutes.
• Consistently meet quality standards by achieving a minimum of 90% on audited interactions (4–8 audits/month, conducted by the Quality team).
• Collaborate with the escalation team (AST agents) when issues require phone contact or advanced handling.
• Adhere to established processes and service level agreements (SLAs).

Qualifications:

• At least a High School Graduate; College level or Graduate preferred.
• Prior customer service or BPO experience is an advantage but not required.
• Strong written communication skills with excellent grammar and clarity.
• Ability to multitask effectively while maintaining accuracy and quality.
• Comfortable using multiple digital platforms and communication tools.
• Strong problem-solving skills and customer-first mindset.

Performance Metrics:

• Productivity SLA: 80%+ of chats answered within 3 minutes.
• Quality SLA: 90%+ score on interaction audits (4–8 audits per month).

Job Type: Fixed term

Contract length: 3 months

Application Question(s):

• Do you have any experience in Customer Service?
• What's your expected monthly basic salary?
• Are you willing to work onsite in Makati?
• Are you able to start immediately?

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