Step into 2025 with an Exciting Opportunity as a Level 2 Customer Support Specialist!

Role Details

Type of Support: Omnichannel (phone/chat/email)
Contract Duration: Permanent
Position type and schedule: Full-time. Flexible availability to work any shift
Training Schedule: Flexible availability to work any shift
Work type and Location: Hybrid, Metro Manila
Expected start date: January 2025

About The Role

In this program, you will be part of a highly collaborative team of scientists, engineers, physicians, marketers, and salespeople interested in improving human health by using the latest research from diverse fields, such as microbiology, molecular biology, high-throughput genomics, distributed computing, pharmaceutical development, and nutrition. We believe strongly in an individual’s transparency and strong communication to enable the most effective and efficient path to team success.

We are looking for Customer Support Specialists (Level 2) to join our expanding Customer Experience team. Reporting to our Customer Care Manager, our ideal candidate will be an integral part of the overarching customer experience. They will be passionate about bringing the program brand to life with the customer by being a hands-on problem solver that loves interacting with people and taking the initiative to foster our world-class Customer Experience program.

You'll Be...

• Provide exceptional support to customers via multiple channels, including phone, email, and chat, ensuring timely resolution of complex inquiries and issues.
• Maintain a deep understanding of products, services, and policies to guide customers and provide accurate information.
• Analyze customer feedback and trends to identify opportunities for process improvements and contribute to enhancing customer satisfaction.
• Document customer interactions, issue resolutions, and recommendations accurately in the CRM system.
• Collaborate with internal teams, such as Quality Assurance and Operations, to address recurring issues and refine service delivery.
• Train and mentor junior team members, sharing best practices and ensuring consistent service standards.
• Uphold company values by delivering a positive and professional customer experience at all times.

What You Bring To The Table

• Minimum 2 years of experience in a BPO customer service role, with a proven track record of managing escalations and resolving advanced issues.
• Strong communication and interpersonal skills, with the ability to empathize and build rapport with customers.
• Proficiency in CRM tools and other relevant software.
• Excellent problem-solving and decision-making abilities in a fast-paced environment.
• Flexibility to work shifts and adapt to evolving business needs.

What We Provide

• Location: Metro Manila (hybrid work set-up)
• Full-time with the potential for overtime if requested by Partner
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options
• Paid Sabbatical Leave for tenured employees 
• Access to free posture-based fitness workouts from home
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development"
   

Why Partner Hero?

Partner Hero 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 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bentobox. 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.