Customer Service Specialist (PH)

Esusu: Building Credit Access for All

Your financial future shouldn't depend on your race, background, or zip code. Yet 45 million Americans remain "credit invisible," while countless others face denials, evictions, and predatory interest rates regularly. Esusu is changing that.

As a financial technology and data platform, we're revolutionizing financial health, identity services, and inclusive decision-making for individuals and businesses alike.

Our impact speaks volumes:

• $50 billion in credit activity facilitated

• 5 million+ rental units in our network

• Trusted partnerships with leading real estate companies, government entities, fintechs, banks, and employers

Through our enterprise services, embedded products, and consumer offerings, we're creating a financial system that works for everyone-right when fintech innovation matters most. Join us in building a future where financial systems are inclusive by design, access is standard, and opportunity reaches everyone.

Unlock Tomorrow with Esusu.

Role Summary

The Customer Service Specialist is a frontline, omnichannel problem solver. They handle the majority of day-to-day customer contacts across products and channels, follow clear workflows and SOPs, and deliver consistent, high-quality support. Specialists are expected to resolve the current issue and reduce future contacts through education and expectation-setting, and to identify appropriate cross-sell opportunities or value-add outreach that support customer outcomes and Esusu’s goals.

Key Responsibilities

Customer Support, Issue Resolution & Next-Issue Avoidance

• Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency.

• Use next-issue avoidance techniques in every interaction:

• Ask clarifying questions to fully understand context.

• Anticipate common follow-up issues and proactively educate customers (timelines, what happens next, dependencies).

• Direct customers to self-service tools and help content to reduce repeat contacts.

• Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes.

Multi-Product, Cross-Channel Support & Value-Add Engagement

• Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers.

• When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up-sell) that genuinely help the customer achieve their goals.

• Participate in value-add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs.

Training Participation & Feedback

• Complete all onboarding, product, process, and refresher training on time.

• Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights.

• Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change.

Collaboration, Quality & Continuous Improvement

• Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA.

• Act on QA and coaching feedback to continuously improve.

• Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross-functional partners.

• Support cross-training efforts, including rotating to new products or channels as business needs evolve.

Skills & Qualifications

• Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar) preferred.

• Strong written and verbal communication skills in English; Spanish is a plus.

• Comfortable working in a high-volume, fast-paced environment.

• Ability to follow detailed processes while staying attentive to context and nuance.

• Familiarity with tools like Zendesk, Quiq, and Google Workspace is a plus (or willingness to learn quickly).

• Demonstrated reliability, professionalism, and commitment to customer outcomes.

Competitive Benefits That Support You

At Esusu, we invest in our people with benefits designed to help you thrive both personally and professionally. For our Philippines-based team members, we partner with an Employer of Record (EOR), a third-party organization that manages payroll, taxes, and compliance on our behalf.

• Competitive Salary - Aligned with your experience and the PH market, administered through our Employer of Record (EOR)

• Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM-5PM EST).

• Generous PTO - Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year).

• Premium Health Coverage - Comprehensive HMO via iCare

• Government-Mandated Benefits - Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay

• Work Tools Provided - Laptop and essential work equipment included

• In person and virtual team get togethers - To connect with your fellow Esusu colleagues.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

© Esusu Inc. All rights reserved, Esusu is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.