Senior Support Agent (QA)

TL;DR

Senior Support Agent (QA Focus): Managing complex technical inquiries and driving team quality standards for a global user base with an accent on ticket analysis, process improvement, and team mentorship. Focus on implementing QA workflows, identifying support trends, and collaborating with international teams to ensure operational excellence.

Location: Must be based in Metro Manila

Company

A high-growth company focused on delivering top-tier support for a global community of over 25 million users in the mobile gaming industry.

What you will do

• Resolve complex account-related and technical user inquiries with precision.
• Perform quality assurance reviews on support tickets to identify trends and provide structured feedback.
• Mentor and guide less experienced team members to uphold global quality standards.
• Proactively identify and implement improvements to support workflows.
• Collaborate with remote agents in the Philippines and the internal team in Germany.

Requirements

• 3+ years of experience in customer support with complex workflows.
• Advanced proficiency in written and spoken English.
• Must be based in Metro Manila.
• Strong leadership qualities and ability to provide professional feedback.
• Experience or strong interest in Quality Assurance and QA tools.
• Familiarity with Zendesk or similar helpdesk software.

Culture & Benefits

• 100% work from home arrangement with provided hardware.
• Full-time position with rotating shifts including night shifts.
• 15 days of paid time off, increasing annually up to 20 days.
• Ambitious, performance-driven environment.
• Opportunity to work with a global team in the mobile gaming sector.