Customer Success (Service) Associate
New
M
MicroSourcingCustomer support
PhilippinesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 2+ years of industry experience in customer support or customer success roles.
- Required Skills
- Customer SuccessCustomer support
Requirements
- Have 2 or more years of industry experience in customer support or customer success roles.
- Have first-hand experience in call center operations and multi-channel support environments.
- Have experience using contact center tools such as AWS Connect or similar platforms.
- Demonstrate technical troubleshooting ability across hardware, software, and digital tools.
- Bring strong written and verbal communication skills.
- Show an empathetic, customer-centric mindset and proven problem-solving abilities.
- Adapt to fast-paced environments and work autonomously during out-of-hours shifts.
- Maintain collaborative links with onshore Australian teams.
- Preferred: experience supporting high-growth tech platforms or financial products and services.
- Preferred: familiarity with call center capacity planning, operational KPIs, and core support metrics.
- Preferred: experience with hardware fulfillment, logistics tracking, or supply chain support inquiries.
- Preferred: experience providing CX/UX feedback and identifying web funnel or product usability defects.
- Preferred: experience collaborating with risk, compliance, and engineering teams.
Responsibilities
- Deliver phone and email support to Australian business customers outside standard business hours.
- Resolve technical issues involving hardware, software, account configuration, and hardware fulfillment supply chain processes.
- Escalate urgent operational, risk, compliance, finance, and engineering defect tickets to onshore teams.
- Execute seamless shift handovers.
- Master product functionality and establish support best practices as a subject matter expert.
- Assist team members with product and support knowledge.
- Identify customer trends, CX/UX improvements, and feature feedback.
- Collaborate with Product and Engineering teams on customer feedback and product issues.
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