Social Media Customer Support

Responsibilities

• Handle Tier 2 customer and clerk interactions across digital and social media channels, including cases escalated from the third-party Level 1 support provider
• Maintain and update internal knowledge bases, FAQs, and response frameworks used by both the internal team and the outsourced Level 1 provider, ensuring consistency and accuracy across all support channels
• Serves as the point of Tier 1 escalations. Troubleshoot issues and resolve complaints within SLA, ensuring proper follow-up
• Act as a subject matter expert on PayJoy loan applications and processes
• Oversee and coordinate the resolution of complex clerk-facing technical issues escalated from Level 1, liaising with Product and Technical Support teams.
• Routine first-touch clerk inquiries are handled by the outsourced Level 1 provider.
• Collaborate with Global, Commercial, Product, Marketing, and Fraud to document and report anomalies in the systems and operations for improvement
• Manage and monitor PayJoy’s social media platforms (Viber, Facebook, Instagram, WhatsApp, etc.)
• Respond to inquiries, comments, and messages within defined SLAs
• Ensure all responses align with PayJoy’s tone of voice and brand guidelines
• Moderate user-generated content to maintain brand safety and compliance
• Escalate complex concerns to relevant teams (Customer Experience, Technical Support, Product, Marketing, Fraud, Social Media, etc.)
• Track and follow up on escalations to ensure resolution
• Participate in team meetings to align priorities and share insights
• Monitor sentiment, engagement trends, and recurring customer concerns
• Share insights and feedback with internal teams to improve products and content
• Maintain and update FAQs, response templates, and workflows
• Create a Standard Operating Procedure (SOP) documenting step-by-step instructions to ensure consistency, efficiency, and compliance for routine business tasks.
• Prepare weekly reports with actionable recommendations to improve customer and clerk experience
• Identify trends and opportunities to enhance engagement and efficiency
• Timely and high-quality responses to customer inquiries
• Strong adherence to brand voice and communication standards
• Positive improvements in customer sentiment and engagement
• Effective issue resolution and escalation handling
• Contribution to social media engagement, community growth, awareness, and CX KPIs (AHT, FRT, CSAT, etc.)
• Continuous improvement in processes and community management standards

Requirements

• Bachelor’s degree or equivalent experience
• At least 1 year of experience in Customer Experience and Social Media Support
• Knowledge of KYC processes in the Philippine financing industry
• Strong written and verbal communication (Tagalog or Visayan required; English is a plus)
• Experience working with SLAs and structured processes
• Familiarity with Zendesk, Chatbots, CRM tools, MS Office, and Google Workspace
• Analytical and Start-up mindset with attention to detail
• Self-driven, proactive, and customer-focused
• Reliable internet connection (if hybrid/remote support is needed)
• Willing to work on-site in BGC and shift schedules
• Embody PayJoy’s values and act as a brand ambassador in all interactions
• Demonstrate empathy, professionalism, and accountability
• Maintain a strong customer-first mindset in all decisions and actions