Social Media Support

PayJoy

Digital Customer Support Specialist at PayJoy responsible for social media management and Tier 2 escalations. Ensures timely and empathetic engagement with customers and clerks in a hybrid work environment.

Posted 6/22/2026full-timeTaguig City • 🇵🇭 PhilippinesJuniorWebsite

About the role

Key responsibilities & impact

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.
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
Track and follow up on escalations to ensure resolution
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

Requirements

What you’ll need

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

Benefits

Comp & perks

100% Company Funded : Private Health Insurance for employee and immediate family
20 days vacation, unlimited sick leave
$2,000 USD annual Co-working Travel perk
$2,000 USD annual Professional Development perk
Phone Finance, headphone benefit, home office equipment allowance and wellness perks
Catered Lunch

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experiencesocial media supportKYC processesSLA managementanalytical skillsattention to detailreport preparationstandard operating procedurestroubleshootingissue resolution

Soft Skills

strong written communicationstrong verbal communicationself-drivenproactivecustomer-focusedempathyprofessionalismaccountabilitybrand ambassadorattention to detail

Certifications

Bachelor's degree