Customer Support Lead at Coda managing a team for B2C e - commerce storefronts. Leading second - line support for complex customer cases and cross - functional process improvements.
About the role
- Customer Support Representative educating users and resolving inquiries for Semine's Expense platform via chat and email. Collaborating with teams to ensure smooth communication and effective solutions.
Responsibilities
- Provide support through chat and email.
- Maintain a positive, empathetic, and professional attitude in every customer interaction.
- Respond promptly and accurately to all customer inquiries.
- Acknowledge, investigate, and resolve customer complaints while taking full ownership of all necessary follow‑up.
- Develop a deep understanding of the Semine product to confidently answer questions and deliver effective solutions.
- Identify whether an issue stems from a misconfiguration, a product bug, or a feature request.
- Ensure customer satisfaction by delivering reliable, professional support at all times.
- Collaborate and coordinate with colleagues across teams to ensure smooth and timely issue resolution.
- Share feedback to continuously improve customer service processes and team efficiency.
- Use translation tools to support customers in multiple languages.
- Maintain and regularly update manuals, help articles, and macros in sync with product releases.
- Lead or participate in side projects focused on improving Customer Support processes and operations.
Requirements
- A bachelor’s degree, or equivalent via experience.
- The ability to speak, write and read English as if it was your mother tongue.
- A very rigorous and organized mindset, able to multitask.
- Ability to stay calm when facing difficult customers.
- Ability to calm down aggressive customers in a respectful manner.
- Know how to set expectations and how to say no when requests do not meet Semine’s SAAS vision.
- Comfortable using a Customer Support tool.
- Experience working with customer support in multiple languages.
- Experience in a SAAS environment is a great advantage.
- Familiarity with SFTP/API integrations is a strong plus.
- Familiarity with Accounts Payable and Accounting software is a plus.
- Living in Metro Manila area.
Benefits
- Competitive pay with benefits
- Challenge of a lifetime and career progression
- Wonderful international team - *ain't no family like the Rydoo family!*
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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