Earn Your Keep (EYK) and On-Target Earnings (OTE) -- What's The Difference and How They Work Together
We use a system called Earn Your Keep (EYK) to help you grow your base salary by hitting important milestones. You start at a lower base that is defined during your final interview, and as you prove your value ("earn your keep") and hit specific goals, your salary increases step-by-step — all the way up to your target base.
OTE means On-Target Earnings — your total potential monthly income if you also earn commissions, bonuses, or performance incentives.
Here’s how it works:
EYK = Your salary growth path
OTE = What you can earn if you perform well
Note: If you're already at your max base pay after hitting the final milestone and earn more bonuses = You can go beyond your OTE based on your monthly performance.
Want to earn a higher base pay and OTEs? Then leveling up and taking on the next role is the way to go!
Perks and advantages with Lycan
Basic Perks
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Unlimited Sick Leaves
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Unlimited Vacation Leaves
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No limit on variable pay
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Transportation allowance for work trip
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Flexible Hours
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No Micromanagement
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Entrepreneurial Work Environment
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Business Mentoring
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Commissions Options for Non-Sales Members
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Career Path Guidance
EYK Perks
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EV Motorcycle Package
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Stock Options / Profit Shares
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Co-Own a Lycan Business Unit
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Health Care & Insurance Package
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Child Care & Education Package
Customer Support & Success
To be the voice of trust between Lycan and its riders answering their questions, fixing their issues, and ensuring every customer touchpoint becomes a moment of connection, care, and commitment.
LOB / Division:
Department:
Role Type:
Location:
Compensation Range:
Lycan Motorcycles
Operations Team
Indep. Contractor | Hybrid
Quezon City
PHP18,000 to PHP35,000
About the Role
Lycan is looking for a Customer Support & Success Specialist to serve as the voice and heart of our company — delivering responsive, helpful, and human support that builds loyalty with every customer interaction.
Role Overview
As a Customer Support & Success Specialist, your mission is to ensure that every customer — whether a first-time rider, a referral participant, or a dealership client — feels heard, supported, and confident about their decision to ride with Lycan.
You’ll handle inquiries, resolve concerns, and proactively guide customers to success across their journey — from product questions and service needs to rewards, referrals, and after-sales support. This role directly contributes to Lycan’s reputation, retention, and referral growth.
Primary Objectives
Respond to and Resolve Customer Inquiries: Answer questions across chat, email, and social platforms with speed, accuracy, and warmth.
Ensure Customer Satisfaction & Loyalty: Follow up on resolved concerns, handle feedback professionally, and create lasting positive impressions.
Support Referral & Rewards Program Users: Guide customers on how to use their referral codes, track commissions, and succeed with Lycan’s digital marketing ecosystem.
Track and Report Customer Issues: Surface recurring issues, suggest improvements, and support internal teams in solving root problems.
Key Tasks & How They're Done
Handle Customer Tickets & Live Messages
→ Respond within set SLAs via chat, email, or phone; use clear scripts and empathetic tone.
Escalate Issues to Relevant Teams
→ Quickly identify if issues relate to logistics, rewards, sales, or technical matters and route them for resolution.
Document Interactions & Outcomes
→ Use CRM or spreadsheets to log cases, follow-ups, and key outcomes for transparency and learning.
Support Product Education
→ Share how-to guides, video walkthroughs, or FAQs to help customers self-serve and succeed.
Celebrate Wins & Delight Riders
→ Send thank-you messages, support customer milestones (e.g. first referral, successful upgrade), and create delightful experiences.
Earning & Growth Opportunities
Customer Experience Bonuses: Earn additional pay based on satisfaction ratings, resolution times, and positive customer feedback.
Promotion to CX Lead or Community Success Manager: Grow into roles that manage the entire support team or oversee ambassador and advocate relationships.
Access to Performance Recognition Programs: Top performers may receive awards, perks, or invitations to represent Lycan at national events.
Cross-Functional Training: Expand your skills into digital marketing, referral management, or account coordination.
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Career Path Plan: Customer Support & Success Specialist
This role is the frontline of trust and retention — the more consistently and effectively you serve our riders and advocates, the more influence you gain across the organization. High performers in this role can grow into leadership, program development, or platform training positions.
Growth Pathways After This Role:
Customer Experience Lead: Manage the support team, build SOPs, and oversee quality across customer-facing channels.
Community Success Manager: Support top referrers, reward earners, and brand advocates through proactive account management and success initiatives.
Digital Support & Enablement Strategist: Design scalable support systems — chatbots, FAQs, onboarding flows, and auto-responses — to reduce manual tickets and improve speed.
CX Insights or Feedback Systems Analyst: Lead customer feedback loops, satisfaction tracking, and platform improvement recommendations.
EYK Milestone Track (PHP18,000 → PHP35,000/month)
Milestones are built around response quality, system mastery, customer satisfaction, and support scalability — each level proving your increasing value to the customer journey and brand loyalty.
Milestone 1 → PHP22,000/month
Successfully resolve your first 50 customer inquiries (chat, email, or calls) with a documented 90%+ satisfaction rate and 100% proper logging.
Value Created: Removes backlog, builds trust, prevents drop-offs. Equivalent to ₱200K+ in retained revenue.
Milestone 2 → PHP26,000/month
Proactively create and publish 3 support templates or how-to guides that reduce repeat inquiries by 15%.
Value Created: Improves scalability, reduces support time, improves referral or rider program engagement.
Milestone 3 → PHP30,000/month
Maintain an average response time of <15 minutes for chat and <6 hours for email across 4 weeks, with 95% issue resolution rate.
Value Created: Significantly boosts CSAT, platform credibility, and repeat usage.
Milestone 4 → PHP33,000/month
Train or onboard a new support hire, and assist in handling at least 100 customer tickets in one week with 0 escalations.
Value Created: Scales capacity, ensures consistent team performance, enables rapid onboarding.
Milestone 5 → PHP35,000/month
Design and implement a ticket tracking or feedback reporting system (e.g., Google Sheet, Notion, or dashboard) that gives weekly insight to internal teams on top 5 customer issues.
Value Created: Turns support into strategy — prevents churn, improves cross-team collaboration.
Notes:
Each milestone unlocks salary increases + potential access to support performance bonuses.
Satisfaction and speed data must be tracked via platform, CRM, or internal log.
Top performers may be invited into pilot test programs or customer success innovations.