Customer (CX) Support Specialist - Manila

Customer (CX) Support Specialist - Manila Apply here! At Finyon Global , we harness the power of people and technology to build the next generation of fintech. We're seeking driven and curious individuals who are excited to contribute to the future of financial technology. As our business continues to grow, we're looking for three(3) Customer (CX) Support Specialists to join our expanding team. This role is ideal for someone who is analytical, detail-oriented, and eager to grow in a fast-paced environment. The successful candidate is proactive, takes ownership of their work, collaborates effectively with diverse stakeholders, and is motivated to continuously develop their skills and knowledge. This role follows a fixed schedule assigned based on business needs. During the first four (4) weeks , you will work a standard Monday to Friday daytime schedule (Philippine time) for onboarding, training, shadowing, gradual real-time case handling, and guided transition into the role. After the training period, you will transition to your assigned schedule, which may include early morning, evening, or weekend coverage to support business operations across different markets. What you will be doing Provide merchant support across Zendesk, Slack, Telegram, and other active communication channels, ensuring timely, accurate, and professional responses. Monitor automated bot interactions with merchants and step in whenever human judgment, correction, or escalation is required. Follow up with payment providers to ensure open cases are resolved within expected timeframes. Report issues raised by merchants or providers to the appropriate internal stakeholders promptly and with sufficient context. Monitor operational alerts, notifications, and communications from internal systems and external partners, ensuring they are addressed until resolution. Identify recurring issues and operational patterns instead of treating each case as an isolated incident. Maintain accurate documentation of case status, actions taken, and pending follow-ups to ensure visibility and smooth handoffs. Escalate cases that exceed your scope with clear context, supporting evidence, and recommended next steps. Collaborate with the automation and technical teams by reporting bot misclassifications, workflow gaps, and edge cases that can improve existing processes. Help the team maintain SLA compliance across assigned channels and case types. Participate in process improvement initiatives and knowledge-sharing discussions based on operational insights. Requirements: 2–4+ years of experience providing multi-channel support across email, Slack, chat, Telegram, and similar communication platforms. Solid understanding of Payment Service Providers (PSPs), including cash-in/cash-out flows, disputes, and basic reconciliation. Professional-level written and spoken English, with the ability to communicate effectively with international merchants, payment providers, and internal stakeholders. Strong attention to detail and the ability to manage multiple priorities in a fast-paced, deadline-driven environment. Good to Have (Preferred, Not Required): Familiarity with customer support and workflow automation tools such as Zendesk, n8n, escalation bots, or similar platforms. Previous experience in fintech, payments, or a related financial technology environment is a strong advantage. Core Competencies Proactive mindset: Anticipates potential issues before they escalate and takes initiative to address problems without waiting for direction when action is evident. Critical and analytical thinking: Evaluates information carefully by validating data across multiple sources, including providers, merchants, and internal systems, before reaching conclusions. Effective communication: Communicates clearly and professionally, both verbally and in writing, while adapting tone and approach based on the audience (merchants, providers, and internal teams). Creative problem-solving: Identifies alternative solutions and approaches when standard processes are not sufficient or applicable. Process-oriented vision: Understands how individual cases connect to broader operational processes, identifying patterns and opportunities for improvement beyond resolving individual tickets. Strong judgment and resolution focus: Takes ownership of issues and works toward independent resolution while recognizing when escalation is necessary and providing appropriate context to support next steps. Department Operations Locations Philippines Remote status Hybrid About Finyon Finyon Global is a leading fintech enabler connecting innovation with execution. We empower companies across Asia and Africa with a diverse set of specialized services — from operations and compliance to customer experience and digital support — helping them run smarter and grow faster.