Note: The job is a remote job and is open to candidates in USA. Esusu is a financial technology and data platform focused on revolutionizing financial health and inclusive decision-making. The Customer Service Specialist will handle customer inquiries across various channels, providing high-quality support while educating customers and reducing future contacts through effective communication and problem-solving techniques.
Responsibilities
- Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency
- Use next‑issue avoidance techniques in every interaction:
- Ask clarifying questions to fully understand context
- Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies)
- Direct customers to self‑service tools and help content to reduce repeat contacts
- Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes
- Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers
- When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer achieve their goals
- Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs
- Complete all onboarding, product, process, and refresher training on time
- Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights
- Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change
- Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA
- Act on QA and coaching feedback to continuously improve
- Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners
- Support cross‑training efforts, including rotating to new products or channels as business needs evolve
Skills
- Strong written and verbal communication skills in English
- Comfortable working in a high‑volume, fast‑paced environment
- Ability to follow detailed processes while staying attentive to context and nuance
- Demonstrated reliability, professionalism, and commitment to customer outcomes
- Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar)
- Familiarity with tools like Zendesk, Quiq, and Google Workspace
- Spanish language skills
Benefits
- Competitive Salary – Aligned with your experience and the PH market, administered through our Employer of Record (EOR)
- Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM–5PM EST).
- Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year).
- Premium Health Coverage – Comprehensive HMO via Maxicare
- Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay
- Work Tools Provided – Laptop and essential work equipment included
- In person and virtual team get togethers - To connect with your fellow Esusu colleagues.
Company Overview