Support Ops Analyst | Onsite | Ortigas | Night Shift | Weekends Off

Redefine Customer Support Excellence Across Manufacturing and Distribution Software

Great software creates business value. Exceptional support sustains it. As a Support Ops Analyst, you'll strengthen customer confidence, improve service outcomes, and contribute to the success of technology-driven manufacturing and distribution operations. Your expertise will help international customers achieve greater efficiency and operational reliability. At Emapta, top 1% talent gains a premium, long-term international career defined by meaningful contributions, continuous development, professional stability, and a supportive culture.

Job Overview

• Employment Type: Full-time
• Work Setup: Onsite, SM Mega Tower Ortigas
• Shift: Night Shift (9:00 PM to 6:00 AM Manila Time), Weekends Off

Benefits

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Preferred Qualifications

• Bachelor's degree or equivalent experience

Required Qualifications

• 1-3 years of experience in a customer support role
• Demonstrated ability to use AI-enabled tools responsibly, validate outputs, and protect confidential information

Core Competencies

• Customer Judgment: Interpret customer signals and translate them into practical next steps
• Cross-Functional Coordination: Align teams around shared commitments and clear accountability
• Disciplined Execution: Prioritize effectively, follow through on commitments, and maintain high standards of quality
• Communication: Communicate context, decisions, and risks clearly to relevant stakeholders
• AI Fluency: Use AI tools responsibly to improve insights and productivity, validate outputs, protect confidential information, and apply human judgment

Key Responsibilities

• Deliver efficient, high-quality customer service to strengthen client relationships and satisfaction
• Apply expertise in software and database languages to diagnose and resolve customer issues effectively
• Maintain positive customer relationships through professional communication and interactions
• Manage customer relationships effectively using CRM systems such as Salesforce, Zendesk, or Zoho
• Establish trusted customer relationships and translate customer feedback into actionable business improvements
• Coordinate internal teams around commitments, risks, and next steps to protect customer outcomes
• Maintain accurate customer, case, and account records to support reliable reporting and informed decision-making
• Use AI-enabled workflows responsibly to summarize customer insights, prioritize tasks, and improve response quality while maintaining human oversight
• Maintain clear documentation, handoffs, and accountability to support seamless workflow execution
• Measure outcomes, identify improvement opportunities, and implement actions based on operational performance indicators

About the Client

Our client develops purpose-built software solutions that address the operational challenges faced by manufacturing and distribution businesses. Their technology helps organizations improve efficiency, strengthen business processes, and manage complex operations with greater confidence. By combining industry knowledge with practical software innovation, they enable customers to enhance productivity and achieve measurable business outcomes. Their customer-focused approach emphasizes reliable solutions, operational improvement, and lasting business value, making technology an essential contributor to organizational success.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!