Customer Support Representative - (Remote - Philippines)

View full description

Requirements:

• 1-2 years of customer service experience, ideally in a B2B SaaS environment.
• Experience with chat/support software like Intercom, Zendesk, or Salesforce.
• Strong problem-solving skills and the ability to handle challenging customer interactions.
• Excellent communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A BA/BS degree is preferred, with a minimum of 1-3 years of relevant experience.
• Fluency in spoken and written English; additional language skills are a plus.
• Familiarity with SaaS tools and customer enablement strategies.
• Availability for training during 10pm - 7am (Monday-Saturday) and regular hours of 12am - 9am (Tuesday-Saturday).

Responsibilities:

• Provide timely and accurate customer support via video and technical chat, ensuring a high level of customer satisfaction.
• Support customer onboarding and adoption, ensuring customers are equipped to fully utilize the platform within the first 90 days.
• Drive customer growth by identifying opportunities for product adoption and expansion.
• Develop and maintain knowledge of customer needs and value proposition, actively assisting in customer-facing activities.
• Address potential customer churn by implementing value-driven actions and building repeatable processes.
• Serve as the voice of the customer, delivering feedback to internal teams for product improvements and road mapping.
• Collaborate with cross-functional teams to ensure operational excellence and customer success.