L2 CUSTOMER SUPPORT SPECIALIST
About the role
The Level 2 Customer Support Specialist handles advanced technical issues, account-related escalations, and complex customer concerns that L1 cannot resolve. This role acts as a bridge between frontline support and engineering or compliance teams. L2 specialists are expected to understand product architecture, workflows, and customer journeys in depth and to deliver solutions with minimal supervision while maintaining a high standard of customer experience.
Key Responsibilities
- Investigate and resolve escalated issues related to API integrations, transaction failures, account restrictions, and platform behavior
- Use system logs, backend tools, and customer interaction history for diagnosis
- Collaborate with Product, Engineering, Compliance, and Risk teams to resolve systemic issues
- Provide detailed bug reports and data for engineering analysis
- Act as point-of-contact for L1 escalations
- Ensure timely follow-up with customers on escalated tickets
- Maintain and update internal documentation and runbooks
- Mentor and support L1 specialists through knowledge-sharing
- Handle sensitive customer queries (e.g. account restrictions, security alerts)
- Track ticket volumes, response times, and issue trends
- Recommend improvements based on recurring issues
- Meet CSAT benchmark requirements
- Adhere to PCI compliance requirements at all times
- Recommend updates to FAQs and help articles based on recurring queries or gaps
Key Tasks
Task
Description
Review & resolve L1 escalations
Triage escalated tickets, provide detailed resolution
Analyze transaction & error logs
Investigate backend logs for root cause of user-reported issues
Coordinate with tech teams
Log bugs, submit logs/data to engineering or product teams
Handle API or plugin issues
Guide customers on integration problems, test API endpoints
Document technical issues
Maintain internal documentation of known issues and fixes
Support compliance reviews
Work with compliance team on suspicious activity, document checks
Conduct ticket QA
Review L1 tickets and provide feedback on escalation quality
Identify training needs
Highlight common L1 gaps and assist in upskilling
Requirements
- 24 years of experience in customer support or technical support roles
- Proven experience resolving escalated or technically complex support issues
- Excellent problem-solving and debugging skills
- Experience with tools like Jira, SQL, or logs analysis tools (Splunk)
- Understanding of payments infrastructure, APIs, KYC/AML concepts, Integrations
- Strong written and verbal communication skills
- Ability to work cross-functionally and under pressure
Work Details
- Shift: Monday to Friday: 3:00pm- 12:00am or 4:00pm- 1:00am PH Time; depending on business needs
- Location: Makati | *Work from Home Until Further Notice
- Status: Full-time employment or Independent contractor
