Customer Support Specialist (Philippines)

Customer Support SpecialistLocation: Remote (with flexibility for overlapping U.S. business hours)About the RoleZappy BPO is looking for an empathetic, detail-oriented Support Specialist to join our growing customer experience team supporting one of our key technology clients. You’ll be the first line of defense for customers; helping resolve issues quickly, communicating clearly, and ensuring every interaction builds trust and satisfaction. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and takes pride in delivering world-class service.Key ResponsibilitiesCustomer Support & ResolutionHandle inbound customer inquiries through chat, email, and phone with professionalism and accuracyDiagnose and resolve issues related to account setup, billing, product use, and troubleshootingMaintain a strong understanding of product updates, policies, and processes to provide accurate assistance Ticket Management & EscalationManage assigned support tickets within SLA targetsEscalate complex or high-priority issues to the Operations Manager or specialized teams as neededFollow up on open cases to ensure timely and satisfactory resolution Communication & Customer ExperienceDeliver clear, concise, and empathetic communication in every interactionIdentify opportunities to improve the customer journey and share insights with leadershipContribute to a culture of accountability, positivity, and customer advocacy Knowledge & Process AdherenceFollow all standard operating procedures (SOPs) and documentation guidelinesParticipate in regular training sessions to stay current with product features and internal workflowsSupport QA efforts by adhering to quality benchmarks and providing feedback for continuous improvementQualifications2-4 years of experience in customer support, call center, or BPO environmentsStrong written and verbal communication skillsComfortable working with ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)Demonstrated ability to multitask, prioritize, and manage time effectively in a remote settingEmpathy, patience, and professionalism in every interaction Preferred AttributesExperience supporting SaaS, marketplace, or fintech productsFamiliarity with KPIs like CSAT, FCR (first contact resolution), and response timeA self-starter who enjoys learning and contributing to team success