Senior Customer Advocate
On-site · Pasig City, Metro Manila, Philippines
Job Summary
Senior Customer Advocate responsibilities include serving as the primary point of contact for customers, handling general inquiries, guiding users through the platform with empathy and professionalism, and ensuring timely follow-ups and resolution. You will rely on predefined workflows and help-center resources, escalate technical issues when needed, contribute to support resources, and share customer feedback with internal teams to improve the overall experience. You will own customer communication end to end, maintain high CSAT and response-time goals, and help customers navigate features and complete tasks using documented guidance.
Required Qualifications
- Bachelor’s degree in any field
- 2 years of customer service experience across email, phone, or chat support
- Experience supporting SaaS products or working in a tech environment
- Proven ability to provide exceptional customer support
- Strong verbal and written communication skills
- Excellent reading comprehension and strong customer-facing communication
- Strong and effective phone contact handling skills
- Ability to understand and communicate complex ideas clearly to customers
- Experience with modern support tools such as Zendesk, Intercom, Guru, Slack, or Jira is a plus
- Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and Microsoft Office
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