Element Ops
💰 ₱55,000/month base salary 🏠 100% Work From Home 🌴 Paid PTO + Holidays A growing online marketplace in the Trading Card Game space is looking for a customer support professional who genuinely enjoys the TCG community. This role combines customer support with a passion for trading cards. The person in this role will help customers with buying, selling, orders, auctions, and other marketplace questions while helping create a great experience for collectors and TCG enthusiasts. The ideal candidate is actively involved in the TCG community through collecting, playing, trading, following the hobby, or participating in the community. Pokémon TCG experience is especially relevant, but experience with other trading card games is also welcome. What You'll Do Provide excellent customer support through voice and non-voice channels. Help customers with questions and issues related to buying, selling, orders, auctions, and the marketplace. Manage and resolve customer issues independently while knowing when to escalate more complex problems. Manage support tickets and workflows using Zendesk. Help maintain and improve the Help Center, support workflows, automations, and internal processes. Use Google Sheets for reporting, tracking, and data-related tasks. Identify recurring customer issues and suggest ways to improve the customer experience and internal workflows. Use AI tools to improve workflows, automate repetitive tasks, analyze support data, and work more efficiently. Communicate with customers in a casual, friendly, and professional way. Work closely with the team to improve support processes and the overall customer experience. What We're Looking For 5+ years of customer support experience, including both voice and non-voice support. Strong Zendesk experience, including ticket management, workflows, triggers, automations, escalations, reporting, and support system improvements. Strong written and spoken English with a natural, friendly communication style. Active involvement in the Trading Card Game community, with Pokémon TCG experience strongly preferred. Experience with other TCG communities such as Yu-Gi-Oh!, Disney Lorcana, or Magic: The Gathering is also relevant. Experience working remotely, preferably supporting US clients. Strong Google Sheets skills for reporting, tracking, and data analysis. Highly organized with strong attention to detail and problem-solving skills. Comfortable working in a fast-paced environment with changing priorities. Hands-on experience using AI tools to improve workflows, automate tasks, analyze information, or increase efficiency. Team Lead or leadership experience is a strong plus. Must be available to work a graveyard shift aligned with US time zones. Reliable internet connection and a dedicated work-from-home setup required.
Element Ops
