Customer Support Specialist (L1/L2) - APAC

Remote | Part-time consulting agreement (approximately 50%) | Availability 07:00–16:00 Philippine Time

About Telgea

At Telgea, we're giving international companies a single place to manage mobile plans across borders, with one agreement and one platform. Whether their teams are in Stockholm, Austin or Singapore, we make it simple to keep everyone connected.

We're a team of seasoned operators on a mission to fix what's broken in global telecom. We move fast, think customer-first and believe in autonomy, trust and taking ownership.

As we expand our footprint across APAC, we’re looking for a hands-on Customer Support Specialist based in the Philippines who can combine excellent end-user support with technical troubleshooting and escalation management.

The role

You will be the first point of contact for many of our customers and end users in APAC, helping them resolve issues quickly and keeping them informed throughout the process. You will also ensure clear handovers to colleagues covering Europe and the Americas, helping us provide consistent support across time zones.

This is a part-time consulting engagement with an expected active workload of approximately 20 hours per week, spread across APAC business hours. Initially, we expect low ticket volumes. You will need to monitor support channels and respond within agreed response times between 07:00 and 16:00 Philippine Time, Monday to Friday. Outside active support and agreed tasks, you can manage your time flexibly, provided you remain reachable and able to respond.

The role has the potential to grow into a full-time position during 2027 as our APAC business and support needs expand.

This is not purely a ticket-handling role. Alongside day-to-day L1 support, you will take ownership of more complex L2 cases involving our SaaS platform, APIs and network services. You will work closely with customers, network partners and our Product and Engineering teams to diagnose issues and drive them through to resolution.

The role combines reactive support -responding to incoming questions and incidents - with proactive work, including customer follow-ups, onboarding support and internal coordination.

The role also includes light monitoring of support channels during weekends to identify urgent customer issues or incidents and initiate the appropriate response or escalation. Weekend activity is expected to be minimal, with no routine support work required. Monitoring arrangements and escalation procedures will be agreed in advance.

What you will do

Support customers and end users

• Manage incoming support requests through Intercom and other support channels.
• Help users with activations, eSIMs, connectivity, roaming, number transfers and general account or service questions.
• Troubleshoot issues systematically and provide clear, friendly and practical guidance.
• Follow cases through to resolution, keeping customers informed along the way.
• Join customer calls when an issue is easier to resolve through direct conversation.

Handle technical support and escalations

• Investigate more complex L2 issues involving Telgea’s platform, integrations and APIs.
• Collect the right diagnostic information and distinguish between user, platform and network-related issues.
• Escalate network incidents to our mobile network partners and actively follow up until they are resolved.
• Report bugs to Engineering with clear reproduction steps, impact and supporting information.
• Capture customer feedback and feature requests and communicate them to Product.

Support onboarding and internal coordination

• Help customers and end users through onboarding and activation.
• Coordinate internally with Sales, Product, Engineering and Connectivity.
• Identify recurring issues and suggest improvements to our processes, documentation and product.
• Contribute to help-centre content, troubleshooting guides and internal support playbooks.
• Provide clear case handovers to colleagues in other time zones, including the issue, customer impact, actions taken and recommended next step.

What we’re looking for

• At least two years’ experience in customer support, technical support, SaaS support or another customer-facing technical role.
• Strong technical aptitude and a structured, investigative approach to troubleshooting.
• Hands-on experience troubleshooting APIs, integrations or technical SaaS products. You do not need to be a developer, but you should be comfortable gathering diagnostic information, identifying likely root causes and communicating clearly with engineers.
• Excellent written and spoken English. You will support international customers and must be able to explain technical issues clearly, calmly and professionally.
• A strong sense of ownership. You do not simply pass a case along—you follow it through and make sure the customer gets an answer.
• Good judgement around urgency, customer impact and when to escalate.
• Strong organisation and follow-up skills, with the ability to manage several open cases at once.
• Comfortable working independently in a remote, fast-changing environment.
• Able to monitor support channels and provide responsive support between 07:00 and 16:00 Philippine Time, Monday to Friday, with an expected active workload of approximately 20 hours per week.

Experience in telecom, mobile connectivity, Intercom or working with external service and network partners is a strong advantage. Additional languages are a plus, but not required.

Why join Telgea

• Join an international company solving a real problem for global businesses.
• Take ownership of customer support across a growing and strategically important region.
• Work across customer experience, technology and telecom—not just ticket handling.
• Collaborate directly with Customer Success, Product, Engineering and our global network partners.
• Help shape Telgea’s support processes as we scale into new countries.
• High autonomy, meaningful responsibility and very little corporate bureaucracy.
• Work fully remotely as part of an international team.
• Start part-time, with the potential to grow into a full-time role during 2027.



Practical details

• Location: Fully remote within the Philippines.
• Coverage hours: 07:00–16:00 Philippine Time, Monday to Friday.
• Expected active workload: Approximately 20 hours per week, spread across the coverage window according to support needs.
• Weekend coverage: Light monitoring for urgent issues and incidents only. Activity is expected to be minimal, with monitoring arrangements agreed in advance.
• Engagement: Part-time consulting agreement (approximately 50%), with the potential to grow into a full-time role during 2027. Workload and compensation will be reviewed together as support needs grow.
• Compensation: USD 1,250 per month for the first six months, increasing to USD 1,500 per month thereafter, based on a 50% engagement. Compensation will be adjusted proportionately if the role expands to full-time.
• Language: Fluent written and spoken English is required.
• Start date: As soon as possible.