Tier 2 – Member Support Agent (Offshore – Philippines)

About This Opportunity

We are representing a confidential PropTech client in their search for a Tier 2 Member Support Agent based in the Philippines. This is a senior-level customer experience role handling escalated inquiries that require advanced problem-solving skills and deep product knowledge. You'll serve as the main escalation point for complex member issues, working collaboratively across departments to refine support processes and enhance the overall customer experience.

Responsibilities

• Act as the primary escalation point for complex member support issues requiring critical thinking, research, and advanced problem-solving
• Manage a range of complex cases including policy-related inquiries, financial disputes, platform issues, and membership matters
• Own cases from beginning to end, ensuring prompt and satisfactory resolution
• Develop innovative solutions for unique challenges, balancing member needs with company policies
• Educate members about platform features, policies, and product offerings to ensure full understanding of their options
• Maintain deep knowledge of evolving web and mobile products, processes, and policies
• Identify recurring issues and trends, offering insights and recommendations for process improvements
• Advocate for member needs and support ongoing improvements in customer experience operations
• Collaborate with Product, Operations, and other teams to ensure seamless member experiences
• Take ownership of special projects within the customer experience team to enhance operational efficiency

What We're Looking For

• Comfortable working in a fast-paced, evolving environment where priorities shift quickly
• Ability to remain composed under pressure while handling complex member interactions
• Strong verbal and written communication skills with clarity and professionalism
• Talent for breaking down complex topics and explaining them in a clear, concise, empathetic manner
• Natural problem-solver with strong analytical skills and critical thinking abilities
• Ability to develop creative solutions while balancing customer needs and business policies
• Genuine passion for customer service and helping others
• Skilled at balancing empathy with firmness to ensure fair, effective resolutions
• Excellent organizational skills with ability to prioritize multiple tasks and meet response time expectations
• Highly detail-oriented with capability to track cases through resolution
• Comfortable navigating multiple systems, online platforms, and support tools
• Quick to adapt to new technologies, processes, and policy changes
• Strong intellectual curiosity and eagerness to learn and improve
• Collaborative team player with a positive, "can-do" attitude

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to assess your qualifications and fit for this role. Qualified candidates will then be submitted to our client for consideration. If selected, you'll participate in a multi-stage interview process including video interviews with the client's team leads and management, which may include a live writing assessment and role-related questions. Please do not contact the client directly—all communication will be coordinated through Get A Job.ai.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.