Customer Experience Analyst, App Support Operations (APAC)

This opportunity would be with Tools for Humanity.

Location: Manila, Philippines

About the Role:

• Investigate, troubleshoot and resolve customer issues across multiple channels, including ticketing and social media.
• Communicate effectively and empathetically with internal and external stakeholders.
• Be the escalation point for complex user issues and work with product and engineering teams to resolve bugs and incidents.
• Collaborate with our BPO partners to resolve support incidents, escalations and ensure their work meets quality standards.
• Proactively drive impactful changes across workflows, policies, and tools by partnering with external support teams and cross-departmental teams.

About you:

• 3+ years of relevant support analyst experience for a technology company, start up, blockchain, crypto or similar industry
• Excellent written and verbal communication skills in English is essential, fluency in Filipino/Tagalog is a nice to have
• Experience working with Zendesk, Salesforce or another similar CRM platforms
• Organizational skills and the ability to track multiple projects
• Basic Excel/Sheets skills required
• Comfortable adapting to a dynamic and fast-paced work environment.
• Capable of identifying and defining problems, and proposing effective solutions.
• Comfortable working in a hybrid work setup.
• Willing to work flexible hours, including weekends and holidays as needed
• Flexibility to travel up to 15% of the time.