What Jobs are available for Customer Service & Helpdesk in the Philippines?

Job Description:

We are looking for an experienced Customer Support Manager to lead our customer service team and ensure a world-class support experience for our clients. This role involves overseeing day-to-day operations, creating efficient support procedures, and ensuring compliance with customs regulations, particularly in relation to the E-TRACC System.

If you're passionate about customer satisfaction, have strong leadership skills, and experience with logistics or customs regulations, we want to hear from you

Key Responsibilities:

• Supervise daily operations of the customer support department.
• Respond promptly to customer inquiries via phone, email, Viber, and other platforms.
• Maintain records of interactions, transactions, and complaints.
• Create and implement customer service procedures and satisfaction goals.
• Hire, train, and manage customer support agents.
• Prepare staff shifting schedules and performance reports.
• Ensure compliance with E-TRACC-related customs regulations and guidelines.
• Approve new registrations, GPS device issuance, and trip authorizations in the ECMS platform.
• Monitor active and pending trips, analyze alerts, and encode findings.
• Provide technical support (account resets, alert validation, etc.).

Qualifications:

• Graduate of any four-year course or equivalent experience.
• Proven experience in customer service management.
• Excellent written and verbal communication skills.
• Strong analytical, coordination, and problem-solving skills.
• Familiarity with E-TRACC System and customs regulations is a plus.
• Marketing and sales experience is an advantage.

Technical Skills & Tools:

• ECMS platform usage and management.
• Experience handling GPS-related requests and trip monitoring.
• Alert analysis and escalation.
• Familiarity with Track and Trace systems (e.g., MICT, ATI Mobile App).

Job Type: Full-time

Pay: Php60, Php65,000.00 per month

Benefits:

• Health insurance

Work Location: In person

Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform called JuanHand. JuanHand has over 65 million downloads and disburses over 3.5 billion pesos of loans monthly. Wefund is a subsidiary of Finvolution Group, one of the biggest fintech companies in Asia with a USD27billion loan book. Finvolution is a publicly traded company and listed with the NYSE (FINV). JuanHand has been recognized by the SEC as a Best Practice OLP. Wefund is committed to help the creditworthy yet underserved by offering tech enabled financial products that are pleasant to use, with fair interest rates and fast approval times. Wefund is the trusted fintech lender of choice and operates with the highest level of integrity and ethics. Wefund has a reputation of being an Employer of Choice in the Fintech Lending industry. Our Core Values are ICED Tea: Integrity, Competence, Enthusiasm, Dependability and Teamwork.

Key Responsibilities

1. Team Management and Performance Improvement:
2. Oversee the daily management, task allocation, coaching, and motivation of the credit card customer service team (including but not limited to phone and online support).
3. Set clear team and individual performance goals (KPIs), such as service quality, call duration, resolution rate, and customer satisfaction, and continuously monitor and optimize performance.

4. Organize and implement training programs to enhance the team's expertise in credit card product knowledge, service skills, risk prevention, and cross-selling.

5. Service Quality and Customer Experience Monitoring:

6. Monitor interaction quality across various service channels (phone, email, online chat, etc.), conduct regular call reviews, case analyses, and provide feedback.
7. Perform in-depth analysis of customer feedback, complaint data, and satisfaction surveys (NPS/CSAT) to identify pain points, drive process improvements, and enhance the overall customer experience.

8. Establish and refine service quality standards and procedures to ensure consistency and professionalism in service delivery.

9. Operational Efficiency and Risk Control:

10. Manage on-site operations, optimize scheduling, ensure service level (SL) targets are met, and control costs effectively.
11. Handle escalated complex customer inquiries and complaints, ensuring timely and proper resolution of critical issues.
12. Strictly comply with local financial regulations and internal company policies to ensure zero errors in compliance, anti-fraud, and information security.

13. Identify and assess operational risks, and develop and implement effective risk control measures.

14. Business Collaboration and Strategic Support:

15. Collaborate closely with relevant departments (Product, Marketing, Risk Control, Operations, etc.) to convey the "voice of the customer," supporting new product development, process optimization, and marketing initiatives.
16. Drive precision marketing and cross-selling during service interactions to contribute to the achievement of credit card business targets.
17. Regularly prepare and submit team operational reports, performance analyses, and management recommendations.

Qualifications

• Bachelor's degree or higher, preferably in Finance, Economics, Management, Marketing, or related fields.
• 5+ years of customer service experience in the financial industry (preferably in banking or credit card centers), including at least 2 years in a team management role.
• In-depth knowledge of credit card products, business processes, and industry regulations; familiarity with various business scenarios such as credit, rewards, installment payments, repayment, and risk control.
• Strong data analysis skills, with proficiency in tools like Excel for data extraction, analysis, and visualization; data-driven decision-making ability.
• Excellent communication, coordination, and conflict resolution skills, with the ability to efficiently handle complex customer complaints and internal collaboration challenges.
• Strong customer service orientation and risk/compliance awareness.
• Demonstrated leadership, team-building, and coaching skills, with the ability to motivate and inspire team morale.

Job Description:

• Build and maintain strong, long-lasting customer relationships.
• Serve as the primary point of contact for client needs, inquiries, and escalations.
• Guide new clients through onboarding to ensure smooth adoption of products or services.
• Conduct product demonstrations, training sessions, and workshops tailored to client needs.
• Act as the customer's voice within the company by sharing feedback with product, sales, and support teams.
• Identify opportunities to improve the customer experience.
• Drive customer satisfaction and retention through proactive engagement.
• Identify upsell and cross-sell opportunities aligned with customer goals.
• Track customer usage, engagement, and performance metrics.
• Provide regular reports and business reviews to clients and management.
• Collaborate with technical and support teams to resolve customer issues promptly.
• Provide guidance on best practices to maximize product value.
• Understand client business goals and align them with company solutions.
• Position the organization as a trusted advisor and partner in the customer's success journey.

Qualifications:

• At least 2 years of Team/People Management Experience
• Amenable to work onsite in Alabang, Muntinlupa.
• Flawless communication skills, both written and oral, with extensive public speaking experience
• Have a strong work ethic and are eager to learn and make new connections with prospects
• Have experience using LinkedIn Sales Navigator or other similar prospecting applications while keeping track of dead-end leads
• Must be an excellent problem-solver and willing to collaborate in an exceedingly competitive environment.

PLEASE DON'T APPLY IF YOU ARE OUTSIDE THE PHILIPPINES. We are located in Muntinlupa City.

Cyberbit is the world's leading cyber-security training platform for cyber professionals with clients from Fortune 500, Universities, Governments, and Militaries globally. Sounds intriguing? That's because it is

Cyberbit deploys real-world attacks using reverse-engineered malware onto a virtual corporate network, allowing users to defend against live attacks using commercial-grade security tools to effectively train cyber professionals and students in industry-standard detection, response, and attack mitigation techniques.

We are seeking a Cybersecurity-focused CSM proficient in SAAS technologies and technical training. This individual will play an instrumental role in maintaining and growing accounts in the Asia Pacific and Middle East regions and needs to be a self-starter who excels in a fast-paced, evangelistic startup environment and thrives on working with revolutionary technology.

Responsibilities:

• Achieve mastery of Cyberbit technologies within 1-3 months.
• Conduct clear, crisp, and energetic product demonstrations that show the value of the product to customers and prospects – from SOC managers to CISOs.
• Guide analysts through simulated live-fire attacks, adjusting the approach depending on the skill level of the trainees and the customer objectives.
• Understand the unique needs of each customer and help them to succeed by providing detailed mapping of their training objectives to the Cyberbit content catalogue.
• Understand and track customer health by communicating with customers (onboarding calls, ongoing success calls, quarterly business reviews), analyzing usage data, and keeping all metrics updated in the appropriate internal tools.
• Use exceptional written and oral communication skills to support customers and internal initiatives – this includes, but is not limited to, PowerPoint presentations, product Q&A, product documentation.
• Play a critical role in improving the product by communicating customer-requested features clearly and concisely.
• Work closely with regional sales managers to stay aligned on assigned accounts. Key areas for collaboration are relationship mapping/org charting and upsell opportunities.
• Play a critical role in the contract renewal process.

Requirements:

• 2+ years of experience providing cybersecurity technical training.
• 2+ years of experience with a customer success, support, or technical account management role within a cybersecurity-focused organization
• Associates, Bachelors, Masters, and/or PhD from a cybersecurity program – strong advantage.
• Strong ability to plan, multi-task, and manage time effectively in a remote working environment; meticulous notetaking is a must.
• Excellent written, verbal, and interpersonal communication skills; strong Excel and PowerPoint skills
• Works and presents in a systematic and orderly fashion, able to dive deeply into detail.
• Experience with Salesforce – strong advantage.
• Cybersecurity certifications from EC-Council such as Certified Incident Handler / Certified Security Analyst – strong advantage.
• Up to 20% travel to customer sites is possible.

About Us

We are an innovative early-stage fintech company revolutionizing business finance management with cutting-edge technology to make financial services accessible, secure, and user-friendly. As a startup, we're a tight-knit team passionate about disrupting traditional finance and scaling rapidly. We're seeking a dynamic Customer Success Manager to build strong customer relationships and drive retention in our high-growth environment.

Role Summary

The Customer Success Manager (CSM) will serve as the primary point of contact for customers, ensuring they achieve maximum value from our platform. You'll handle onboarding, ongoing support, and expansion opportunities, reporting to the founders. This full-time, remote role is based in Singapore adhering to Singapore working hours.

Key Responsibilities

• Guide new customers through onboarding and activation for quick time-to-value.
• Build relationships with key accounts via regular check-ins, feedback gathering, and issue resolution.
• Monitor customer health metrics to proactively reduce churn and identify at-risk accounts.
• Collaborate with sales for upsell/expansion opportunities to drive revenue growth.
• Collect insights to inform product improvements and roadmap.
• Track metrics like NPS, CSAT, and renewals using tools such as HubSpot or Gainsight.
• Educate on compliance (e.g., GDPR, PCI-DSS) and secure platform usage.
• Partner with product, sales, marketing, and support teams on customer initiatives.

Qualifications

• 2-4 years in customer success, account management, or support, ideally in fintech/SaaS; startup experience preferred.
• Familiarity with financial services, regulations, and customer pain points like security and integrations.
• Strong communication, problem-solving, and analytical skills; proficiency in CRM (e.g., Salesforce) and CS platforms (e.g., Gainsight).
• Bachelor's in Business, Marketing, Finance, or related; certifications a plus.
• Proactive, empathetic, and adaptable in ambiguous environments; comfortable with bookkeeping tools.

Preferred Qualifications

• Early-stage or high-growth startup experience.
• Sales enablement or revenue ops background in fintech.
• English proficiency.

What We Offer

• Growth in a founding-team environment with collaborative, inclusive culture.
• Direct impact on scaling a fintech disruptor.

If you're passionate about fintech customer success, hit 'apply' or fill this form for faster screening and consideration.

Equal opportunity employer; all qualified applicants considered without regard to protected characteristics.

At Panoptyc, we're on a mission to revolutionize loss prevention. Using visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States. From Fortune 500 giants to local businesses, our impact is far-reaching. As a fully remote, rapidly growing team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security.

We're looking for a Customer Success Manager (Scale) who thrives on building outstanding customer experiences at scale. You'll manage a high volume of customers through data-driven programs, ensuring the right level of engagement at the right time. This role blends strategy, analytics, and customer care—perfect for someone who loves creating efficient systems, engaging content, and scalable processes that drive adoption and long-term value.

You'll partner closely with Product, Sales, and Customer Education teams to design and deliver programs that maximize client success. If you excel in this role, there's significant potential for growth and advancement as Panoptyc continues to scale.

• Own the customer lifecycle at scale—driving product adoption, satisfaction, and value realization across a large customer base.
• Leverage analytics to proactively identify risks, surface opportunities, and deliver the right touch at the right time.
• Build and manage scalable customer programs—webinars, office hours, optimization calls, and digital content.
• Monitor and report on key success metrics (adoption, retention, NPS, expansion).
• Act as the voice of the customer—gather insights and share feedback with Product, Sales, and leadership to improve outcomes.
• Collaborate with cross-functional teams to produce high-quality resources that accelerate customer learning and growth.
• Drive initiatives that reduce churn, increase engagement, and position accounts for expansion.
• Contribute as an innovative, collaborative thought partner within the Customer Success team.

• 2+ years in customer-facing roles (CSM, account management, project management, or support), ideally in SaaS.
• Strong analytical mindset; experience working with CX or analytics tools.
• Proficient with productivity and communication tools (Slack, Excel, CRM, automation platforms).
• Ability to manage multiple projects simultaneously while maintaining attention to detail.
• Excellent written and verbal communication skills, with confidence presenting to client groups.
• Proven track record of turning customer data into actionable insights.
• Experience collaborating across Product, Marketing, Sales, and Support.
• (Bonus) Understanding of compliance or financial services industries.

• Competitive salary and benefits.
• Be part of a rapidly growing team reshaping retail security.
• Full remote work flexibility with a dynamic, global team.
• Opportunity to work closely with executive leadership and drive business impact.

• Full-time status (40 hours per week)
• Able to work during U.S. Eastern Time zone
• Location: Remote
• Salary: $8-$10 / hour

About Panoptyc
At Panoptyc, we're on a mission to revolutionize loss prevention. Using visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States. From Fortune 500 giants to local businesses, our impact is far-reaching. As a fully remote, rapidly growing team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security.

About The Role
We're looking for a
Customer Success Manager (Scale)
who thrives on building outstanding customer experiences at scale. You'll manage a high volume of customers through data-driven programs, ensuring the right level of engagement at the right time. This role blends strategy, analytics, and customer care—perfect for someone who loves creating efficient systems, engaging content, and scalable processes that drive adoption and long-term value.

You'll partner closely with Product, Sales, and Customer Education teams to design and deliver programs that maximize client success. If you excel in this role, there's significant potential for growth and advancement as Panoptyc continues to scale.

Responsibilities

• Own the customer lifecycle at scale—driving product adoption, satisfaction, and value realization across a large customer base.
• Leverage analytics to proactively identify risks, surface opportunities, and deliver the right touch at the right time.
• Build and manage scalable customer programs—webinars, office hours, optimization calls, and digital content.
• Monitor and report on key success metrics (adoption, retention, NPS, expansion).
• Act as the voice of the customer—gather insights and share feedback with Product, Sales, and leadership to improve outcomes.
• Collaborate with cross-functional teams to produce high-quality resources that accelerate customer learning and growth.
• Drive initiatives that reduce churn, increase engagement, and position accounts for expansion.
• Contribute as an innovative, collaborative thought partner within the Customer Success team.

*Qualifications *

• 2+ years in customer-facing roles (CSM, account management, project management, or support), ideally in SaaS.
• Strong analytical mindset; experience working with CX or analytics tools.
• Proficient with productivity and communication tools (Slack, Excel, CRM, automation platforms).
• Ability to manage multiple projects simultaneously while maintaining attention to detail.
• Excellent written and verbal communication skills, with confidence presenting to client groups.
• Proven track record of turning customer data into actionable insights.
• Experience collaborating across Product, Marketing, Sales, and Support.
• (Bonus) Understanding of compliance or financial services industries.

*Why Join Panoptyc? *

• Competitive salary and benefits.
• Be part of a rapidly growing team reshaping retail security.
• Full remote work flexibility with a dynamic, global team.
• Opportunity to work closely with executive leadership and drive business impact.

*Job Details: *

• Full-time status (40 hours per week)
• Able to work during U.S. Eastern Time zone
• Location: Remote
• Salary: $8-$10 / hour

Build lasting client relationships that drive trust, value, and security.

In today's digital world, customer trust is everything and this role puts you at the heart of it. Here, you'll gain international exposure, strengthen client relationships, and make your mark in the growing cybersecurity space. Advance your global career while staying rooted at home, shaping impact that goes beyond boundaries.

Job Description

As a Customer Success Manager, you will be the trusted partner for clients, ensuring smooth onboarding, fostering strong relationships, driving renewals, and turning satisfied customers into advocates-all while strengthening their security journey.

Job Overview

Employment type: Full-time

Shift: Night shift, Weekends Off

Work setup: Permanent WFH

Exciting Benefits Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Fixed weekends off
• 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 )
• 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

The Qualifications We Seek

• 5+ years in customer success, account management, or client-facing role in a B2B environment
• Strong communication and relationship-building skills
• Proven ability to manage multiple accounts and priorities simultaneously
• Experience driving renewals and customer advocacy programs
• Familiarity with Asana, Slack, and Zoho is a plus
• Experience in compliance, cybersecurity, or IT is a plus
• Familiarity with CRM and customer success platforms is a plus

Key Attributes:

• Proactive problem-solver who anticipates client needs
• Comfortable collaborating across sales, delivery, and marketing teams
• Passion for delivering measurable value to customers
• Organized and detail-oriented with strong follow-through

Your Daily Tasks

Onboarding & Handoff

• Send initial setup forms and gather required client information
• Schedule and host kickoff meetings with clients and delivery teams
• Ensure smooth transition from Sales to Delivery with all relevant details captured
• Establish clear success metrics and onboarding milestones

Ongoing Relationship Management

• Serve as the primary post-sale contact for assigned clients
• Conduct regular check-ins to review progress, address issues, and share updates
• Track and report on defined customer health metrics (to be developed with leadership)
• Proactively identify and address risks to ensure a positive customer experience

Renewals & Retention

• Own the renewal process for assigned accounts, ensuring timely completion
• Collaborate with Sales on expansion opportunities or complex negotiations
• Execute churn prevention strategies for at-risk accounts

Advocacy & Marketing Support

• Identify and develop customer case studies after successful engagements
• Coordinate with clients for PR and joint marketing opportunities
• Encourage and guide customers to submit reviews on key industry portals

Feedback & Insights

• Collect customer feedback and relay actionable insights to internal teams
• Act as the voice of the customer in product and service discussions
• Recommend process improvements based on recurring client needs or challenges

About the Client

Securing Partnerships, Strengthening Trust

Our client is a U.S.-based cybersecurity company dedicated to helping businesses safeguard their digital assets and build resilient operations. Through cutting-edge technology and expert-led services, they empower organizations to manage compliance, mitigate risks, and strengthen customer confidence in an evolving digital landscape.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra