Back to jobs
New

Customer Service Specialist (PH)

PH - Remote
Esusu: Building Credit Access for All
 
Your financial future shouldn't depend on your race, background, or zip code. Yet 45 million Americans remain "credit invisible," while countless others face denials, evictions, and predatory interest rates regularly. Esusu is changing that.
As a financial technology and data platform, we're revolutionizing financial health, identity services, and inclusive decision-making for individuals and businesses alike.
Our impact speaks volumes:
  • $50 billion in credit activity facilitated
  • 5 million+ rental units in our network
  • Trusted partnerships with leading real estate companies, government entities, fintechs, banks, and employers
Through our enterprise services, embedded products, and consumer offerings, we're creating a financial system that works for everyone—right when fintech innovation matters most. Join us in building a future where financial systems are inclusive by design, access is standard, and opportunity reaches everyone.
 
Unlock Tomorrow with Esusu.
 

The Opportunity

The Customer Service Specialist is a frontline, omnichannel problem solver. They handle the majority of day‑to‑day customer contacts across products and channels, follow clear workflows and SOPs, and deliver consistent, high‑quality support. Specialists are expected to resolve the current issue and reduce future contacts through education and expectation‑setting, and to identify appropriate cross‑sell opportunities or value‑add outreach that support customer outcomes and Esusu’s goals.

 

What you will help us deliver

Customer Support, Issue Resolution & Next‑Issue Avoidance

  • 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.

Multi‑Product, Cross‑Channel Support & Value‑Add Engagement

  • 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.

Training Participation & Feedback

  • 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.

Collaboration, Quality & Continuous Improvement

  • 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 & Qualifications

  • Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar) preferred.
  • Strong written and verbal communication skills in English; Spanish is a plus.
  • Comfortable working in a high‑volume, fast‑paced environment.
  • Ability to follow detailed processes while staying attentive to context and nuance.
  • Familiarity with tools like Zendesk, Quiq, and Google Workspace is a plus (or willingness to learn quickly).
  • Demonstrated reliability, professionalism, and commitment to customer outcomes.

 

Competitive Benefits That Support You

At Esusu, we invest in our people with benefits designed to help you thrive both personally and professionally. For our Philippines-based team members, we partner with an Employer of Record (EOR), a third-party organization that manages payroll, taxes, and compliance on our behalf.

  • 💵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 iCare
  • 🏦 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 

© Esusu Inc. All rights reserved, Esusu is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.

Create a Job Alert

Interested in building your career at Esusu? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
How many years of experience do you have in high-volume customer support roles? *
Which channels have you supported in your previous roles? *
Do you have experience using Zendesk or similar ticketing/case management systems? *
How many years of experience do you have troubleshooting mobile apps? *
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Esusu’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.