Customer Service Representative - Pogo

The Customer Support Representative (CSR) is responsible for providing exceptional customer support by managing inbound email tickets (with chat support potentially added in the future), resolving customer inquiries, and ensuring timely issue resolution.

In this role, you will monitor and update tickets that are on hold due to partner platform issues, create and track incident tickets with third-party support teams, recommend improvements to customer support templates, and identify Help Center articles that require updates.

The ideal candidate is customer-focused, detail-oriented, and an excellent communicator who thrives in a fast-paced support environment. Experience with incident management, escalations, and customer service best practices is highly preferred.

Pogo is a mobile app dedicated to empowering users to take control of their personal data.

In a world where companies often benefit from users' data without their knowledge, Pogo helps individuals unlock the value of their information by providing opportunities to:

• Earn cash dividends
  
• Save money on bills
  
• Build credit
  
• Participate in paid research studies
  

At Pogo, we believe customers deserve outstanding support. We're looking for someone who is patient, empathetic, highly communicative, and passionate about helping others. Strong problem-solving abilities and attention to detail are essential for success in this role.

The Customer Support Representative serves as the primary liaison between Pogo and its customers by providing product information, resolving issues efficiently, and maintaining a high standard of customer satisfaction.

Responsibilities:

• Manage approximately 70–80 inbound customer tickets per day .
  
• Respond to customer inquiries primarily through email (chat support may be introduced in the future).
  
• Create and monitor tickets with third-party platform support teams for external issues affecting customers.
  
• Track and update tickets placed on hold due to partner platform incidents.
  
• Select and customize appropriate response templates based on each customer's situation.
  
• Draft custom responses for unique or complex customer inquiries when necessary.
  
• Escalate Tier 3 support issues to the Customer Support Manager.
  
• Identify, document, and escalate product bugs and recurring customer issues to management and the Engineering team.
  
• Meet or exceed established Service Level Agreements (SLAs) for ticket response and resolution.
  
• Identify and report valuable customer feedback received through support interactions.
  
• Recommend new response templates to improve team efficiency.
  
• Flag missing or outdated Help Center articles and suggest updates.
  
• Investigate and audit user accounts for potential fraudulent activity.
  

Requirements

• Minimum of 2 years of customer support or client service experience .
  
• Proven track record of meeting or exceeding performance KPIs.
  
• Strong customer service orientation with the ability to adapt to different customer personalities.
  
• Experience using CRM or customer support software.
  

• Basic proficiency with:
  

  • Microsoft Excel
    
  • Google Workspace (Drive, Docs, Sheets, etc.)
    
• Strong organizational and decision-making skills.
  
• Excellent written and verbal English communication skills.
  

• Willingness to work the following schedule:
  

  • Thursday to Monday (U.S. schedule)
    
  • Philippine Hours: 3:00 PM – 12:00 AM
    

Preferred:

• Experience supporting mobile applications or financial technology (FinTech) platforms.
  
• Experience working with third-party partner platforms or external organizations.
  
• Experience using Zendesk.
  
• Willingness to occasionally render overtime to cover team members who are out of the office or assist with company projects (primarily data entry).