Senior Support Agent (QA Focus)

As a Senior Support Agent (QA Focus) at exmox, you are a key point of contact for our global community, ensuring that technical hurdles never get in the way of our users' experience. You will navigate the intersection of technical troubleshooting and customer satisfaction, providing the effective support necessary to keep millions of users engaged. Beyond handling complex inquiries, you will play a vital role in team excellence - supporting colleagues, driving quality standards, and ensuring operational efficiency.
You will join a collaborative team of support agents based in the Manila area, working closely with our Germany-based internal customer support team to deliver top-tier support worldwide.

What You’ll Own

• Advanced User Assistance: Handle a wide range of account-related and technical inquiries, resolving them with efficiency and precision.

• Team Mentorship: Support and guide less experienced colleagues, addressing challenging topics in a constructive and professional manner.

• Specialized Focus (QA): Beyond regular ticket handling, you will dedicate time to Quality Assurance - reviewing tickets, identifying trends, and providing structured feedback to help the team uphold global quality standards.

• Process Improvement: Proactively identify opportunities to improve support workflows and drive them to completion.

• Global Collaboration: Partner with remote agents in the Philippines and our internal team to ensure a seamless experience for over 25 million users.

• Experience: 3+ years in customer support, with a proven track record of handling complex workflows.

• Leadership Qualities: Strong interpersonal skills and the confidence to guide team members and deliver professional feedback.

• Operational & Technical Expertise: Experience or a strong interest in Quality Assurance (QA), including first experience with the implementation of QA tools.

• Language Skills: Advanced proficiency in written and spoken English.

• Mindset: A proactive, solution-oriented approach with high situational awareness and the ability to lead by example.

• Tools Proficiency: Familiarity with Zendesk (or similar helpdesk tools) is highly preferred.

• Technical Interest: A genuine interest in technical support and the mobile gaming industry.

If you’re nodding along while reading this, that’s a good sign. Apply with your CV in English, we’re excited to meet you!

• Location: 100% Work from Home (must be based in Metro Manila).

• Shifts: Full-time (40h/week, Mon-Sun) on rotating shift roster with 2 days off per week. To maintain 24/7 support, night shifts are scheduled on a rotating basis across the team. Overtime hours are possible based on business needs.

• Public Holidays: Working on public holidays may be required on an as-needed basis.

• Equipment: We’ve got you covered - all necessary work hardware will be provided.

• Paid Time Off: 15 days of PTO, with an increase of 1 additional day each year up to a maximum of 20 days.

• A highly ambitious environment with a clear goal: Work with driven people who challenge each other openly and take full ownership at a company that prioritizes growth, performance, and impact to compete at the highest level and win.