Customer Support Specialist

Customer Support Specialist (Enterprise Health-Tech)

Position: Customer Support Specialist (Enterprise Health-Tech)

Location: Remote, Philippines

Reporting to: Head of Support

Employment Type: Full-time (Permanent)

Working Hours: Tuesday – Saturday (Rotating shifts: 4:00 PM – 12:00 AM or 9:00 PM – 5:00 AM Philippine Time / PHT to cover UK and US business hours)

Compensation: per month (Full remote work-from-home hardware and equipment setup provided)

Paid Leave: 25 days annually (including recognized Philippine public holidays)

About the Company

Our client is a high-growth, venture-backed health intelligence and employee wellbeing platform built for global enterprises. The platform consolidates diverse corporate wellness benefits into a single, intelligent ecosystem—routing employees to the care they need, incentivizing healthy behaviors through challenges and gamification, and providing leadership with real-time, population-level health analytics across every operating market.

Global Footprint: Deployed across 150+ countries, multi-lingual, and configured to meet the local health regulations and cultural nuances of diverse workforces.

Enterprise Credibility: Trusted by multinational conglomerates, luxury automotive brands, tier-1 financial institutions, and global professional services firms.

Institutional Rigor: ISO 27001 certified, GDPR compliant, and HIPAA-aligned, with core AI algorithms developed in partnership with leading global academic research institutions.

The Opportunity

Support is the front door of the company. Because the platform drives engagement rates well above industry averages (exceeding 50% baseline participation and up to 90% during team challenge windows), the support desk experiences substantial, active user traffic.

With accelerating expansion across US- and UK-headquartered enterprise accounts, the organization is investing heavily in its front-line operations. This role is deliberately designed not as a dead-end ticketing queue, but as an operational incubator: it serves as the direct pipeline into future roles across enterprise platform implementation, delivery, and customer success.

Key Differentiators of This Role:

• Direct Front-Line Ownership: You are the face of the business to end-users and corporate HR/benefits administrators—not an escalated tier hidden behind multiple handoffs.
• True Global Scope: Daily interactions across 150+ countries, multiple languages, and diverse corporate cultures.
• AI-Augmented Productivity: Proprietary AI tools handle routine inquiries automatically, freeing your bandwidth to solve complex, high-impact issues requiring genuine human judgment.
• Structured Career Pathway: Proven internal mobility transitioning support professionals into technical delivery and enterprise account management.

Key Responsibilities

Multi-Channel Support & User Resolution

• Deliver fast, accurate, and empathetic assistance to platform users and corporate administrators via live chat (Intercom), web ticketing, and support email.
• Diagnose core user pain points quickly, reading between the lines of inquiries to help users navigate features, wearable integrations, and wellbeing challenges.

Client Administrator Enablement

• Guide enterprise HR and benefits leaders through the web-based administrative hub, assisting with challenge setup, custom incentive rules, employee roster provisioning, and analytics reporting.

Technical Troubleshooting & Escalation Management

• Isolate, reproduce, and document software bugs with high technical accuracy, ensuring product and engineering teams receive actionable reproduction steps on first pass.
• Manage issues through to verified resolution, keeping internal tracking systems up to date and closing the communication loop with users.

Community Integrity & Activity Verification

• Review user-submitted physical activities across 80+ weighted activity classifications to maintain fairness, accuracy, and competitive integrity across corporate challenges.
• Spot anomalous data entries, evaluate edge cases, and uphold established scoring standards impartially.

Knowledge Base & Operational Continuous Improvement

• Author and update internal macros, troubleshooting documentation, and external Help Center articles to turn recurring user questions into self-service resources.
• Participate in user acceptance testing (UAT) for new feature releases and provide structured product feedback based on user sentiment trends.

Candidate Profile

Required Qualifications

• Communication Mastery: Exceptional written and verbal English communication. You must be able to break down technical or logic issues into warm, simple explanations for non-technical users.
• Customer Support Experience: 2+ years of hands-on experience in live-chat support, SaaS customer care, or a comparable digital customer service environment.
• Active Prioritization & Composure: Proven ability to manage multiple concurrent chat threads during peak traffic without compromising detail, speed, or tone.
• Diagnostic Critical Thinking: Tenacious problem-solving skills; comfortable independently investigating unfamiliar issues rather than waiting for scripted answers.
• Shift Availability: Dedicated commitment to working Tuesday through Saturday on rotating afternoon/night shifts (4:00 PM – 12:00 AM PHT or 9:00 PM – 5:00 AM PHT).

Preferred Qualifications

• Sports & Active Lifestyle Familiarity: A personal passion for sports, fitness, or outdoor activities, allowing you to intuitively recognize and evaluate workout data, pacing, and metrics across various disciplines.
• Helpdesk Tool Stack: Prior hands-on experience with Intercom, Zendesk, or modern CRM/live-chat software.
• AI Tool Fluency: Comfort utilizing AI productivity assistants to draft responses, summarize logs, and streamline daily workflows.
• Growth Orientation: A strong desire to progress into SaaS onboarding, technical implementation, or enterprise customer success.