Customer Support Specialist, Otter - Makati City at Otter

Makati City, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Communication, Troubleshooting, Zendesk, JIRA, Salesforce, Slack, Empathy, Time Management, Issue Resolution, Technical Support, Cross-functional Collaboration

Industry

Software Development

Description

Who we are In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. Job Overview: We're looking to hire a Customer Support Specialist who will play a key role in helping our customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to understand and resolve customer needs timely via Calls, Chat, SMS or Email. What you’ll do Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system. Troubleshoot technical issues - Zendesk - Tier 2 escalations Collaborate with cross-functional teams to identify and escalate high-priority issues to ensure timely resolution and customer satisfaction. For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices. Training customers on tools, acting as a key interface with customers via phone, chat, sms and email support in a professional and efficient manner Serve as the link of communication between key customers and internal teams, as well as work with our Product and Engineering teams to escalate issues about bugs and feature requests What we’re looking for 1-3 years of professional experience in a similar, customer-supporting role Proven track record of providing support for complex issues, products, and processes Experience working with support tools like Zendesk, JIRA, Salesforce, Slack etc. Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand Communication: emotionally intelligent, strive to always be helpful, empathetic with customers What else you need to know This role is based in our Makati office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. Ready to join us as we serve those who serve others? #LI-Onsite

Responsibilities

The specialist will be responsible for responding to and resolving customer support tickets professionally using the ticketing system, while also troubleshooting technical issues, including handling Tier 2 escalations in Zendesk. They will collaborate with internal teams to escalate high-priority issues and serve as a key communication interface for customers via phone, chat, SMS, and email.