Customer Operations Specialist (Onsite - Clark, Pampanga) in Angeles Pampanga, Central Luzon at SupportNinja

Are you a detail-oriented, customer-focused professional ready to support critical business operations and drive service continuity for an industry leader? As our next Customer Operations Specialist, you will play a vital role in managing multi-channel support workflows, ensuring billing and work order accuracy, and bridging the connection between customers, engineering, account management, and internal stakeholders.

• Work Setup: PH Onsite - Hideout , Pampanga
• Start Date: September 14, 2026

The Customer Operations Specialist is responsible for supporting the operational connection between customers, engineering, account management, and internal stakeholders. This role manages customer support workflows, assists with issue resolution, supports AI-enabled customer interactions, and maintains CRM and operational data accuracy. The position contributes to service continuity, operational efficiency, and cross-functional coordination while adhering to defined service levels and quality standards.

• Omni-Channel Support: Handle customer inquiries across multiple channels (chat, email/inbox, and calls), ensuring fast response times, meeting service level agreements (SLAs), and delivering a great customer experience.

• AI & CRM Oversight: Oversee CRM dashboards and automated workflows to ensure seamless handoffs between AI-powered interactions and live support agents.

• Accurate Documentation: Log all customer interactions, call results, and operational updates clearly in CRM systems and internal tools to keep cross-functional teams aligned.

• Technical Troubleshooting & Escalations: Help diagnose technical issues by collecting key details, verifying problems, and preparing clear escalation packages with reproduction steps for engineering teams.

• Customer Communication: Keep customers informed of technical updates and resolution progress using clear, jargon-free language to manage expectations.

• AI Quality Control: Audit AI-assisted interactions to spot inaccuracies and provide ongoing feedback to improve system performance.

• Knowledge Base Support: Update and maintain help center resources by identifying documentation gaps and creating self-service content.

• Customer Success Transitions: Hand off accounts smoothly to Customer Success Managers by coordinating follow-ups, scheduling meetings, and making introductions.

• Billing & Account Assistance: Handle billing requests, including account adjustments, proration calculations, and identity/account verifications.

• Work Order Review & Validation: Review completed work orders to ensure accuracy, checking invoices against authorized project scopes and rate agreements.

• Paperwork Control: Reject incomplete or incorrect paperwork with clearly documented reasons.

• Vendor & Backlog Management: Coordinate with vendor partners via phone and email to track down missing or corrected documentation, follow up on outstanding items, and drive backlog reduction toward billing readiness.

• Core Tool Utilization: Efficiently navigate and manage daily tasks using D365/Dynamics, Outlook, Avaya Cloud, and Nanonets.

• Omni-Channel Support & SLAs: Managing multi-channel customer support workflows across chat, inbox, and call channels, ensuring timely responses and adherence to established SLA targets.

• Work Order & Billing Validation: Reviewing completed work order documentation, validating billing information, comparing invoices against authorized scope and rate agreements, and rejecting incomplete paperwork with documented reasons.

• Technical & AI Support: Assisting with technical troubleshooting and preparing escalation documentation for engineering teams, while monitoring CRM dashboards and reviewing AI-supported interactions for operational consistency.

• Vendor & Backlog Management: Communicating with vendor partners via phone and email to secure missing or corrected documentation, following up on outstanding paperwork, and supporting backlog reduction toward billing readiness.

• Cross-Functional Collaboration: Documenting customer interactions in CRM systems, maintaining accurate records, coordinating support transitions with Customer Success Managers, and assisting with billing-related requests.

• Education & Foundational Experience: A minimum of two (2) years of experience supporting customer operations, customer support, or customer success functions in a multi-channel support environment.

• Core Competencies & Technical Skills: Experience working within SLA-driven support environments and managing multiple customer interactions simultaneously. Familiarity with troubleshooting workflows and escalation processes for technical issues. Proficiency with CRM systems, ticketing platforms, and team collaboration tools.

• Communication & Detail Orientation: Ability to communicate technical information clearly to non-technical audiences. Strong attention to detail with the ability to maintain accurate system documentation and customer records. Ability to prioritize tasks and coordinate effectively with cross-functional teams, backed by strong written and verbal communication skills.

• Experience supporting AI-assisted support tools, automation workflows, or knowledge management systems.

• Competitive Compensation

• Retirement Savings Program

• Life Insurance Coverage

• HMO activated starting on your very first day.

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service.

• Paid Time Off & Birthday Leave

• Free Lunch Daily

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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