Customer Support Specialist | Work From Home

We’re Hiring: Customer Support Specialist!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered! Join our team at Cloudstaff, the #1 workplace everywhere!

Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

**Role**: Customer Support Specialist **Work Arrangement**: Work from Home **Location**: Any CS PH Branch - Makati/Ortigas/Pampanga/Cebu/Davao **Schedule**: Morning Shift

Job Description:

Customer Support & Ticketing - Manage incoming customer support queries through ticketing systems - Provide timely, accurate, and professional responses to customer issues - Handle support tickets end-to-end, ensuring resolution within service standards - Escalate complex issues where required - Maintain clear, detailed, and accurate case notes Phone Support - Take inbound support calls as needed - Provide phone-based customer assistance, while keeping phone support to a minimum where possible - Support customers with troubleshooting and general product/service queries

Identity Verification & AML Support - Conduct ID verification checks as part of customer support processes - Assist customers through the MetaMap verification flow and DVS system - Support processes related to AML / counter-terrorism compliance products - Ensure customer interactions and verification processes are handled accurately and securely Systems & Process Support - Support the business transition to HubSpot and Freshdesk - Work within support and CRM systems to manage customer records and service workflows - Help improve support processes and customer experience through accurate documentation and feedback

Qualifications and requirements: - Strong experience in customer support and ticketing - Experience handling support requests in a structured ticketing environment - Comfortable taking support calls when required - High attention to detail and strong written communication skills - Experience with ID verification or willingness to learn quickly - Ability to work in a fast-paced environment and manage multiple customer issues effectively

Highly Desirable - Experience with AML / counter-terrorism products - Experience in fintech, regtech, cybertech, or proptech - Experience with HubSpot and/or Freshdesk - Familiarity with MetaMap and DVS systems - Experience in compliance-related or verification-focused customer support environments

Preferred Skills - Strong problem-solving ability - Calm, professional, and customer-focused communication style - Good systems skills and ability to adapt to new platforms - Process-driven mindset with a focus on accuracy and service quality

Non-negotiable skills and requirements: - Strong experience in customer support and ticketing - Experience handling support requests in a structured ticketing environment - Comfortable taking support calls when required - High attention to detail and strong written communication skills - Experience with ID verification or willingness to learn quickly - Ability to work in a fast-paced environment and manage multiple customer issues effectively

Perks & Benefits (Work From Home): - Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment - Flexible leave credits which may be used for vacation, emergency and sick leaves - Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled  Superb and exciting Mid-Year Parties – with items to give away and cash prizes! - Endless opportunities for career advancement - Annual Performance Review with Salary Increase - We set you up for success with a company-provided PC/Laptop and fiber internet connection - Tech-on-wheels Support - Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues - International career growth and connections - Unlimited cash incentives for hired referrals - Mental Wellness Employee Assistance program through Lifeworks - In-house psychiatrist available to support employees' well-being - Become part of the Employee Share Units program - Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff: Build Your Career, Anywhere Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace? • Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition • Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement • Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

*\*\*To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.\*\**