Member Success Manager / Customer Success Specialist
New
H
Hunt StFintech
Philippines, AU business hours (approx. 9 AM - 5 PM, Monday to Friday)ContractMiddle
Salary1,800 - 2,500 AUD per month
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Job Details
- Languages
- English
- Experience
- 2–4 years
- Required Skills
- DocumentationCustomer SuccessSaaSNotionTechnical supportCRMCustomer support
Requirements
- 2–4 years of experience in Customer Success, Customer Support, Operations, or a similar client-facing role.
- Previous experience supporting SaaS platforms or technology-enabled businesses.
- Hands-on experience using customer support platforms such as Front or similar shared inbox software.
- Experience working with CRMs such as GoHighLevel, HubSpot, Salesforce, or similar platforms.
- Familiarity with issue tracking tools such as Linear, Jira, ClickUp, or equivalent.
- Strong written and verbal English communication skills with a confident phone manner.
- Excellent problem-solving and critical thinking abilities.
- Ability to write clear, structured bug reports and communicate effectively with technical teams.
- Strong organisational skills with the ability to manage multiple priorities simultaneously.
- Demonstrated experience using AI tools such as ChatGPT, Claude, or similar as part of daily workflows.
- Experience with Notion for documentation and knowledge management is strongly preferred.
Responsibilities
- Manage the shared customer support inbox, responding to member enquiries with professionalism, empathy, and efficiency.
- Resolve account access issues, payment enquiries, booking changes, scheduling concerns, and general platform support requests.
- Support coaches with platform navigation, onboarding, offboarding, scheduling, and day-to-day operational questions.
- Identify recurring platform issues and convert them into clear, structured development tickets for the engineering team.
- Liaise with developers by documenting bugs, reproducing issues, and verifying completed fixes.
- Maintain CRM records accurately, ensuring GoHighLevel tags and pipeline stages are correctly updated.
- Maintain internal documentation and knowledge bases using Notion.
- Utilise AI tools to improve productivity, communication quality, and workflow efficiency.
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