Customer Experience Analyst, App Support Operations (APAC)

About the Company:

World is a network of real humans, built on privacy-preserving proof-of-human technology, and powered by a globally inclusive financial network that enables the free flow of digital assets for all. It is built to connect, empower, and be owned by everyone.

This opportunity would be with Tools for Humanity.

Location: Manila, Philippines

About the Role:

• Investigate, troubleshoot and resolve customer issues across multiple channels, including ticketing and social media.
• Communicate effectively and empathetically with internal and external stakeholders.
• Be the escalation point for complex user issues and work with product and engineering teams to resolve bugs and incidents.
• Collaborate with our BPO partners to resolve support incidents, escalations and ensure their work meets quality standards.
• Proactively drive impactful changes across workflows, policies, and tools by partnering with external support teams and cross-departmental teams.

About you:

• 3+ years of relevant support analyst experience for a technology company, start up, blockchain, crypto or similar industry
• Excellent written and verbal communication skills in English is essential, fluency in Filipino/Tagalog is a nice to have
• Experience working with Zendesk, Salesforce or another similar CRM platforms
• Organizational skills and the ability to track multiple projects
• Basic Excel/Sheets skills required
• Comfortable adapting to a dynamic and fast-paced work environment.
• Capable of identifying and defining problems, and proposing effective solutions.
• Comfortable working in a hybrid work setup.
• Willing to work flexible hours, including weekends and holidays as needed
• Flexibility to travel up to 15% of the time.