Flex - Customer Support Specialist II

Role Details
Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Permanent
Position type and schedule: Flexibility to work any shift
Training Schedule:  TBD. Flexibility to work any shift
Work type and Location: Hybrid, Metro Manila
Expected start date: May 8, 2025

About The Role

We are looking for a dynamic, well-versed Customer Support Specialist to provide customer support for one of our partners. We are looking for expertise in how to handle and provide friendly and helpful responses to customer support tickets via email and chat, jumping in to assist when needed, and making sure the overall customer experience is a priority. Does this sound like you?

Well, join us and experience the ability to bring your true self to work every day!

You’ll Be...

• Providing an amazing customer experience across all channels including phone, email, and live chat
• Able to handle different levels of customer inquiries ranging from order status, and product inquiries, to company policies. 
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Escalating common trends from calls and emails to ensure swift action is taken
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Able to work independently and collaboratively 
• Strong written and verbal communication skills
• Responding to customer inquiries with empathy and attentiveness
• Completing your tasks with less direction and making educated decisions about your work as needed.
• Following workflows independently and prioritize the tasks assigned to you based on urgency and importance.

What You Bring To The Table

• 1+ years of customer support experience
• Advanced (C2) English Level; written and spoken
• Highly organized and detail-oriented individual who is capable of managing multiple tasks and priorities
• Excellent time management, organizational skills, communication skills, and customer care skills
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment 
• Strong conflict resolution skills
• Ability to properly understand and convey tone via spoken and written communications
• Creative problem-solving skills 

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• 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 100+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. 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.