Operations Support Associate (Email Support) at goFLUENT

Marikina, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Problem-solving, Technical Curiosity, Critical Thinking, Investigation, Troubleshooting, Root Cause Analysis, Urgency, Attention To Detail, Communication, Adaptability, Ownership, Process Improvement

Industry

E-Learning Providers

Description

Join a team where your problem-solving skills and technical curiosity can make a real global impact. At goFLUENT, we’re not looking for typical customer service profiles—we’re looking for critical thinkers and investigators. In this role, you won’t just answer tickets—you’ll dig into issues, identify patterns, and work closely with international teams to ensure a smooth and seamless digital learning experience for professionals worldwide. What You'll Do: Investigate and resolve platform issues reported by learners, trainers, or internal teams with a strong sense of urgency and attention to detail. Troubleshoot technical concerns related to lesson access, scheduling, learning tools, or system errors via email, chat, or phone. Monitor live lessons, internal tools, and platform performance proactively to prevent service interruptions and detect anomalies. Conduct root cause analysis of recurring problems and escalate technical issues appropriately. Act as the first line of investigation for critical incidents affecting the learner or trainer experience. Collaborate with cross-functional teams (IT, Product, and Learning teams) to resolve complex cases and implement long-term solutions. Provide after-hours or emergency support to learning consultants and trainers worldwide, ensuring smooth operations in different time zones. Document findings, create internal knowledge base articles, and contribute to process improvement initiatives. What We're Looking For: Bachelor’s/College Degree in any field — IT or Computer Science is a plus. Fresh graduates are also welcome to apply. Strong analytical and critical thinking skills; enjoys digging into issues and finding root causes. Experience with support tools, ticketing systems, or monitoring dashboards is a plus. Tech-savvy and quick to learn new systems, platforms, or digital tools. Excellent written and verbal communication skills in English. Ability to stay calm under pressure and work with a sense of urgency and ownership. Flexibility to work across time zones or provide support during off-hours, if needed. Open to work onsite in Eastwood Libis, Quezon City What We Offer: Standard Benefits: Medical & dental insurance, paid vacation & sick leaves, and public holidays. Flexible work shift with a 2-hour flex window to support work-life balance. Dynamic, startup-like experience within the security of a fast-growing, 26-year old Swiss-based company. The opportunity to learn from top executives and visionaries in the learning and language market. The experience of joining an innovative organization with an international, vibrant working environment. Full onboarding and fast ramp mentoring program leading candidate to success. World-class learning experience by being a goFLUENT learner. Learn from one of our twelve business languages! Exciting team-building events. Eager to learn more, watch our video to discover goFLUENT in the words of our people worldwide: https://www.gofluent.com/us-en/careers/

Responsibilities

The associate will investigate and resolve platform issues reported by users via email, chat, or phone, while also proactively monitoring live lessons and platform performance to prevent service interruptions. They must conduct root cause analysis, collaborate with cross-functional teams to implement long-term solutions, and provide necessary after-hours support.