Customer Support Specialist

Job Title: Customer Support Specialist

Location: Onsite (Ortigas)

Type: Full-Time

Salary Range: ₱20,000 – ₱35,000 per month

(For entry to mid-level roles with some Web3 exposure)

About the Role – Customer Support Specialist (Full-Time)

RealGo is looking for a Customer Support Specialist who can be the voice of our brand and a champion for our players. In this role, you’ll provide timely, empathetic, and knowledgeable support across various channels, including Discord, Telegram, and in-app support. You'll be instrumental in guiding users through gameplay and Web3 onboarding, addressing technical concerns, and helping us build a community-driven ecosystem. If you're passionate about games, skilled in communication, and comfortable navigating new technologies like crypto wallets or NFTs, we’d love to have you on our frontline team.

Responsibilities:

· Handle player inquiries across channels (Discord, Telegram, email, in-app)

· Troubleshoot technical issues and escalate to dev or QA teams as needed

· Provide timely and empathetic support to users, including Web3 newcomers

· Monitor community sentiment and identify recurring issues

· Create and maintain support documentation (FAQs, troubleshooting guides)

· Assist with onboarding guides for new players, especially Web3 functionality

· Contribute to improving internal support processes and response templates

• 1+ year of customer service or community moderation experience
• Fluent in English (written and verbal); other languages a plus
• Familiarity with Discord, Telegram, and online customer support tools (e.g., Zendesk, Intercom)
• Passion for games and/or Web3 products
• Calm, patient, and solution-focused personality
• Willing to work flexible hours, including evenings or weekends if needed