Join Our Team!
We are looking for a highly organized and customer-focused
Customer Support Coordinator to provide comprehensive support to both internal teams and external sellers while ensuring a seamless customer experience.
This role is responsible for handling seller inquiries, troubleshooting technical issues, reviewing claims, supporting payment recovery processes, and maintaining strong communication with merchants, carriers, and cross-functional teams. The successful candidate will help optimize seller performance, resolve complex support concerns, and contribute to the continuous improvement of support operations.
What Is Your Mission
You will provide exceptional service to our partner brands by:
- Providing timely and professional assistance to sellers through email, chat, and phone support channels
- Reviewing claims submitted by merchants to determine payment eligibility and submitting claims to carriers for fund recovery
- Addressing seller inquiries related to account setup, product listings, order processing, payments, and other platform-related concerns
- Utilizing chat platforms to troubleshoot and resolve technical and operational issues in real time while maintaining high levels of customer satisfaction
- Documenting customer interactions, issue resolutions, and troubleshooting steps for future reference and knowledge sharing
- Collaborating with internal teams to escalate, investigate, and resolve complex customer support issues
- Educating sellers on platform policies, procedures, and best practices to help maximize their selling success
- Monitoring seller performance metrics and providing recommendations to improve operational efficiency and account health
- Assisting in the development and maintenance of seller support resources, including knowledge base articles, process documentation, and FAQs
- Staying informed about industry trends, marketplace updates, and competitor activities to identify opportunities for service improvement
- Maintaining up-to-date product knowledge and technical expertise to effectively support customers
- Supporting process improvement initiatives that enhance the overall seller experience
Requirements
Qualifications
- Bachelor's Degree in Business Administration, Marketing, or a related field preferred
- Minimum of 3 years of customer support experience
- Proven experience providing chat-based technical support
- Experience supporting customers in an e-commerce, marketplace, or online platform environment is preferred
- Experience working closely with engineering teams to investigate and resolve complex technical issues
- Proficiency in:
- Google Sheets
- Jira
- Slack
- Zendesk
- Postman
- Metabase
- Familiarity with CRM systems and customer support ticketing platforms is an advantage
Skills & Competencies
- Strong written and verbal communication skills
- Excellent problem-solving and critical-thinking abilities
- Strong attention to detail and commitment to accuracy
- Technical proficiency in software and hardware troubleshooting
- Ability to handle multiple chat sessions simultaneously while maintaining service quality
- Strong multitasking, prioritization, and organizational skills
- Customer-centric mindset with a passion for delivering exceptional support experiences
- Ability to work effectively in a fast-paced and dynamic environment
- Strong collaboration skills and ability to work cross-functionally with technical and operational teams
- Professional, dependable, and solutions-oriented approach to work
Benefits
Perks you will experience in iSupport:
- Free lunch meal, fruits, snacks, and drinks (If you are in an onsite shift)
- Onsite gym with a free professional instructor
- Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
- Weekly engagement activities with prizes that are up to 3,000 PHP
- Free upskilling academy to improve your performance and skillset
- State-of-the-art facilities from toilets to your workstation
- Amenities such as sleeping quarters, game area, chat room, shower room
