Support Ops - Content/AI (Knowledge) | Onsite | Ortigas | Night Shift

Define Exceptional Service Standards in AI-Enabled Enterprise Software

The strength of an enterprise software business extends beyond its technology to the confidence it inspires in every customer. In the Support Ops - Content / AI (Knowledge) role, you'll contribute to smarter support operations, stronger customer relationships, and sustainable business success. With Emapta, pursue a long-term global career offering premium benefits, international collaboration, continuous professional development, and a distinguished workplace experience for top 1% talent.

Job Overview

• Employment Type: Full-time
• Work Setup: Onsite, SM Mega Tower Ortigas
• Shift: Night Shift (9:00 PM to 6:00 AM Manila Time), Weekends Off

Benefits and Perks

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Fixed weekends Off
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Preferred

• Bachelor's degree or equivalent experience

Required

• 1-3 years of experience in a customer support role
• Demonstrated ability to use AI-enabled tools responsibly, including validating outputs and protecting confidential information

Core Competencies

• Customer Judgment: Ability to interpret customer signals and translate them into practical next steps
• Cross-Functional Coordination: Ability to align teams around shared commitments and clear ownership
• Disciplined Execution: Strong prioritization, follow-through, and commitment to high-quality outcomes
• Communication: Ability to communicate context, decisions, and risks clearly to relevant stakeholders
• AI Fluency: Ability to use AI tools responsibly to improve insights and productivity while validating outputs, protecting confidential information, and exercising human judgment

Key Responsibilities

• Deliver highly efficient and outstanding customer-facing service to enhance client relationships and satisfaction
• Apply expertise in software and database languages to resolve customer issues effectively
• Nurture customer relationships through a professional approach in all interactions
• Manage customer relationships effectively using CRM systems such as Salesforce, Zendesk, or Zoho
• Establish trusted relationships and translate customer signals into clear actions across the business
• Coordinate internal teams on commitments, risks, and next steps to protect customer outcomes
• Maintain accurate customer, case, and account records to support reliable reporting and informed decisions
• Use AI-enabled workflows responsibly to summarize signals, prioritize tasks, and improve response quality while maintaining human judgment and accountability
• Maintain clear documentation, handoffs, and ownership to ensure seamless workflows and eliminate ambiguity
• Measure outcomes, identify opportunities for improvement, and take action based on operational insights

About the Client

Our client is an established enterprise software company specializing in industry-specific solutions that help businesses modernize operations, enhance productivity, and achieve sustainable growth. They support organizations with complex operational requirements through purpose-built technology that improves efficiency, strengthens business processes, and enables informed decision-making. Their commitment to continuous innovation, customer success, and long-term partnerships has established a strong foundation for business growth. By combining specialized software expertise with customer-focused solutions, they continue to deliver meaningful value across the industries they serve.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!