Customer Resolution Specialist

About Us
Here at Wonders, we build products that empower small brick-and-mortar restaurants by freeing them from the operational burden of running their business. Our platform creates a seamless connection between restaurants and their customers, enabling owners to focus on creating memorable dining experiences while helping their businesses thrive.

We're passionate about putting our customers first, working backwards from their needs, and delivering solutions that drive success. When our customers succeed, we succeed

To learn more about our culture, values, and how you can be a part of helping mom-and-pop restaurants grow, please visit us here:

What We're Looking For

Wonders is seeking a
Customer Support Specialist
to join our growing support team in Dumaguete City, Philippines. This role requires a motivated, customer- and client-centered individual who can take ownership of issues and consistently act in the best interest of the company. The ideal candidate thrives under pressure, demonstrates excellent communication skills, and is recognized for their strong work ethic and can-do attitude.

You'll be part of a diverse team of 14 members—including Trainers, Mentors, SME QA, and CSAs—who value collaboration, open communication, and professional growth. While we maintain high performance standards, our culture is supportive, positive, and focused on continuous improvement.

What You'll Accomplish

• Deliver excellent customer support through multiple communication channels (phone, chat, etc.).
• Respond promptly and professionally to customer requests and inquiries, using product knowledge to resolve issues.
• Take ownership of customer problems, ensuring smooth resolution or escalation to the right team.
• Meet and exceed key performance indicators (KPIs) such as efficiency, adherence, QA, and conversion.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Identify opportunities for process improvement and collaborate with the team to implement solutions.
• Gather and relay client feedback to help improve customer experience and business outcomes.
• Provide thoughtful, composed solutions under pressure in a high-volume environment.

Year 1 Deliverables

• Reduce Call Escalations: Improve first-contact resolution rates by taking full ownership of customer issues.
• Boost Customer Satisfaction: Consistently deliver high-quality support and explore innovative ways to enhance service levels.

Success Metrics

• Efficiency – 25%
• Manager to CA conversion rate – 25%
• Adherence – 25%
• QA – 25%
• Quiz – 5%

About You
Required Skills & Experience

• Mentor / T3 Certified
• Able to work onsite in Dumaguete
• Willing to work on shifting schedules
• Excellent attention to detail and analytical skills

Preferred Skills & Experience

• Strong communication skills
• Problem-solving and critical thinking abilities
• High sense of urgency

Traits for Success

• Strong ownership mindset with a customer-first approach
• Resilient under pressure with excellent stress management
• Exceptional verbal and written communication in English
• Positive, can-do attitude with a strong work ethic
• Detail-oriented and accurate in execution
• Collaborative, but able to work independently when needed
• Results-driven and focused on continuous improvement

Why This Role Is Exciting

This is your chance to be at the heart of delivering world-class customer support and professional services. You'll become an expert in our product, own customer issues from start to resolution, and play a vital role in improving customer experience.

Beyond Day-to-day Support, You'll Have Opportunities To

• Influence process improvements and implement customer feedback.
• Work closely with mentors and leaders to grow professionally.
• Contribute to a supportive, collaborative team environment where your ideas matter.

Future Growth

This role offers significant opportunities for growth. As you develop expertise in customer support, you'll be involved in high-impact projects such as refining customer service processes and contributing to product development based on client insights. You'll also sharpen your leadership and problem-solving skills, opening doors to greater responsibilities within Wonders.