Customer Support Advocate

Customer Advocate Support

Bacolod City

Key Responsibilities

• Provide timely, high-quality support to members across multiple channels, including live chat, messaging, email, ticketing, social media, and phone.
• Utilize internal tools, systems, and knowledge resources to identify issues and provide accurate, effective resolutions quickly.
• Guide members with thoughtful recommendations based on a strong understanding of the company’s products and services.
• Represent the voice of the customer by identifying trends, sharing insights, and highlighting opportunities to improve products and services.
• Proactively identify recurring issues, process gaps, and member challenges, and recommend solutions to enhance the overall customer experience.
• Maintain clear, efficient, and consistent communication across all customer touchpoints to ensure members feel informed, supported, and confident.
• Demonstrate patience, empathy, and professionalism in every interaction while maintaining a positive and customer-focused approach.
• Collaborate with teammates and cross-functional partners on projects and initiatives that improve support processes, documentation, and the overall customer journey.
• Effectively manage priorities in a fast-paced environment while balancing individual performance metrics and team goals.
• Represent the organization professionally and consistently in both internal collaboration and external customer interactions.
• Adapt to evolving priorities, tools, systems, and processes within a growing global support environment.
• Maintain flexibility with work schedules, including potential shift changes and weekend coverage, to support a global customer base.

Preferred Qualifications

• At least 2 years of experience in customer support or product support within an omnichannel environment, including chat, phone, email, and ticketing.
• At least 1 year of experience supporting a B2B and/or B2C SaaS product.
• Strong problem-solving skills with the ability to learn quickly, navigate ambiguity, and make sound decisions with minimal supervision.
• Highly proactive and solutions-oriented, with the ability to identify opportunities for improvement and anticipate customer needs.
• Adaptable and resilient in dynamic environments, with the ability to adjust priorities and approaches as business needs evolve.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and empathetically.
• Strong organizational skills and attention to detail when managing high-volume workloads.
• Team-oriented mindset with a strong sense of collaboration, shared ownership, and accountability.
• Self-driven and committed to continuous learning, professional growth, and development.
• Experience using customer support platforms such as Intercom and Zendesk is preferred.
• Fluent in English, both written and verbal.