Your Mission
This is a company built for growth.
When you join exmox, you're stepping onto a global, highly competitive playing field, solving real problems in environments that push you beyond your comfort zone. We move fast, cut the noise, and focus on what actually matters, because in our industry, speed wins. We build high-performing consumer products in one of the most competitive industries there is: mobile gaming, leading one of its largest innovations, a rewarded user engagement and acquisition platform that helps publishers acquire and retain players through rewarding experiences.
As a Support Agent at exmox, you will manage the daily flow of user inquiries, directly impacting how millions of people interact with our products. You will work at the intersection of technical problem-solving and user retention, providing timely support that allows our community to enjoy our offers without interruption.
You will join a collaborative team of support agents based in the Manila area, working closely with our Germany-based internal support team to deliver top-tier support worldwide.
What You’ll Own
- User Assistance: Handle a wide range of inquiries via helpdesk tools, resolving account-related, technical, and app-specific questions.
- Issue Resolution: Deep-dive into technical issues to find solutions that help users continue enjoying their gaming offers.
- Workflow Management: Manage complex support workflows, prioritizing tasks effectively to meet response time goals.
- Global Collaboration: Work alongside our remote team in the Philippines and internal teams to maintain a consistent and high-standard support experience.
- Proactive Feedback: Identify recurring bugs or user pain points and share insights with the team to help improve the product.
What You Bring
- Experience: Previous experience in customer support or a professional background demonstrating strong interpersonal skills and situational awareness; Experience in mobile gaming and user support is a big plus.
- Language: Advanced proficiency in written and spoken English.
- Technical Interest: A genuine interest in technical support environments and the mobile gaming industry.
- Mindset: A proactive, solution-oriented approach with the ability to manage tasks independently.
- Tools: Familiarity with helpdesk software like Zendesk is a strong plus.
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!
Details
- 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.
How We Win
- Speed is the feature. Speed beats rocket science. We move fast, test fast, and multiply our pace with AI, because action creates information and small wins compound. A fast failure is a lesson we learn from, a slow one is a problem we can't afford.
- Focus on the essential. Done is better than perfect. We stay focused on what actually moves us forward and protect people's time from anything that doesn't. We're direct in how we communicate too, no rambling, no unnecessary detail.
- See it. Own it. Solve it. The first to see it is best placed to fix it. We're not a place for comfort, we're a place for doers. "Not my job" isn't in our vocabulary, if you spot something, you help make sure it gets solved.
- Respect others. Trust multiplies. Respect is non-negotiable. We disagree with ideas, never with people. Trust here is built the same way it is anywhere, through consistency, a thank you, a moment of listening, and owning your mistakes.
- Perks that help you focus on what matters. Transport subsidy, learning budget, wellness and gym, workation, bi-weekly team lunches, and more. The perks are great, but the real reason people join and stay is the challenge, the ownership, and the drive to win together.
Customer support experience or strong interpersonal skills, advanced spoken and written English, technical interest, independent problem-solving, and familiarity with helpdesk software such as Zendesk preferred.
Key Responsibilities
- assisting users
- resolving issues
- managing workflows
Skills & Tools
Zendesk, AI
Job Details
- Category: Customer Service
- Seniority: No Prior Experience Required
- Commitment: Full Time
- Workplace: Remote — Makati City or Metro Manila
- Languages: English
Benefits
- Generous paid time off
About exmox GmbH
A mobile gaming technology company providing rewarded user engagement and acquisition solutions. — Industry: Information Technology