Customer Support Specialist

4 weeks ago

Manila, National Capital Region, Philippines TyrAds Full time
Overview

Customer Support Specialist (Remote) at TyrAds

Location: Remote (APAC) or On-Site (Bali)

About TyrAds

TyrAds, a leading tech-driven loyalty and rewards platform that collaborates with various businesses to cultivate rewarding experiences for customers. With millions of users across our platforms, we specialize in innovative AdTech solutions powered by big data, machine learning, and deep learning technologies. We empower companies to engage and retain their customers through personalised advertising, loyalty programmes, and outstanding customer service. Our technology infrastructure processes over 10,000 events per second, delivering real-time insights at scale. We build seamless user experiences across web, Android, and iOS platforms and leverage Machine Learning, Deep Learning, and AI technologies to power our offerings. We're a growing team of approximately 80 employees united by our core values of transparency, learning from mistakes, ownership of our work, and respect for diverse cultures. We operate using Agile and Scrum methodologies with continuous integration/continuous deployment practices, releasing new features weekly. Our team collaborates primarily through GitHub, Jira, and Slack.

Why Join Us
  • Work at the intersection of technology and advertising with cutting-edge frontend solutions
  • Collaborate with talented developers and contribute to products used by millions
  • Opportunity to work with diverse technologies across multiple platforms
  • Professional growth opportunities in a rapidly evolving industry
  • A flexible work environment that values work-life balance
  • International work environment is fully conducted in English
  • Learn from and collaborate with other skilled senior developers
  • An equal opportunity employer committed to diversity and inclusion in the workplace
Your Role

As a Customer Support Specialist, you will be the first point of contact for players and customers, ensuring they receive timely, empathetic, and effective support. You will play a key role in maintaining customer satisfaction, building trust, and sharing insights that help improve our products and services. Note that this role requires weekend work.

Responsibilities
  • Respond to customer enquiries via email and chat in a professional and friendly manner.
  • Troubleshoot issues, provide clear solutions, and escalate when necessary.
  • Ensure support responses meet brand tone and service level expectations.
  • Track recurring issues and contribute to improving FAQs and knowledge base content.
  • Share player insights and feedback with internal teams to enhance the overall customer experience.
  • Use and optimise support tools (Intercom and others) to handle tickets efficiently.
  • Follow workflows and processes to maintain consistency and quality in responses.
Required Skills
  • 1–2 years of experience in customer support, ideally in gaming, tech, or digital services.
  • Strong written and verbal communication skills in English. (tested during recruitment)
  • High empathy and problem-solving ability with a customer-first mindset.
  • Passion for gaming and delivering exceptional player experiences.
  • Comfortable working weekends.
Nice to Have
  • Experience using Intercom or similar customer support platforms.
  • Previous experience in player support or live operations within the gaming industry.
  • Comfortable with spreadsheets and using Google Workspace
  • Familiarity with international and remote team collaboration.
  • Understanding of rewarded gaming offerwalls, or prior experience supporting users in this space, will be considered a strong advantage.

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