Customer Support Specialist – Zendesk

Staff Domain

. Provide responsive and professional customer support through phone, email, SMS, and messaging channels .

Posted 9/30/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive customer service experience with a focus on conflict resolution, effective communication, and operational efficiency. Proficient in managing high-volume support environments while ensuring customer satisfaction and compliance.

Highest-signal resume keywords

Customer Service ExperienceConflict Resolution SkillsHigh-Volume Support ManagementZendesk ProficiencyAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportData EntryRecord-KeepingOperational AnalysisProcess Improvement

Soft Skills

EmpathyProfessionalismTime ManagementCollaborationCommunication

Tools & Technologies

ZendeskDigital PlatformsCustomer Support Tools

Industry Keywords

Marketplace BusinessAustralian CustomersUK CustomersDispute ResolutionCustomer Enquiries

About the role

Key responsibilities & impact

Provide responsive and professional customer support through phone, email, SMS, and messaging channels
Manage customer enquiries in a high-volume support environment while maintaining service quality and accuracy
Take ownership of customer issues and ensure timely, accurate, and policy-compliant resolutions
Follow established procedures and templates while tailoring responses to customer needs
Communicate with customers with varying levels of English proficiency or familiarity with booking processes
Adapt communication style and tone depending on customer type and situation
Represent the business positively and ensure customers feel supported and informed
Respond to complaints and sensitive matters with empathy, professionalism, and a solution-focused mindset
Manage customer safety concerns and complex escalations with urgency, discretion, and detailed documentation
Facilitate fair and objective dispute resolution between customers and service providers
Identify performance concerns and escalate matters to appropriate internal stakeholders
Identify root causes, assess risks, and determine appropriate resolutions
Balance customer satisfaction with operational and business requirements
Identify process gaps, inefficiencies, and operational risks and recommend improvements
Assist with creating, documenting, and maintaining internal workflows and support procedures
Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions
Share customer insights and feedback with stakeholders for continuous improvement
Assist with monthly reporting and operational analysis
Maintain and update records, databases, and internal registers
Support administrative functions and broader team initiatives
Remain flexible and responsive to changing priorities and business needs

Requirements

What you’ll need

Minimum 5 years of customer service experience, including phone-based customer support
Minimum 3 years of experience handling serious customer complaints, escalations, or complex service issues
Strong experience working within a fast-paced, high-volume customer support environment
Excellent verbal and written English communication skills
Ability to communicate effectively across phone, email, chat, and SMS channels
Professional phone manner with the ability to build rapport quickly
Strong conflict resolution and negotiation skills
Experience handling difficult conversations with empathy and professionalism
Exceptional attention to detail and accuracy in written communication, data entry, and record-keeping
Strong organizational and time management skills
Ability to prioritize tasks and perform effectively under pressure
A solutions-focused mindset with the initiative to identify and implement improvements
A collaborative approach with the ability to contribute positively to team culture
Ability to work independently and make sound decisions in a remote work environment
Comfortable learning and using digital platforms, customer support tools, and new technologies
Experience supporting Australian customers is preferred
Experience supporting UK customers is preferred
Experience working within a marketplace or platform-based business is preferred
Experience using Zendesk or similar customer support platforms is preferred

Benefits

Comp & perks

HMO, Dental, and Life Insurance coverage from Day 1, including one free dependent, with the option to enroll additional dependents
Birthday Leave, Vacation Leave, Medical Leave, and Maternity Leave benefits
Up to 6 Vacation Leave credits convertible to cash upon anniversary
Employee engagement activities including Year-End Party, Family Day, Team Building events, and other company-sponsored activities