Customer Service Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Develop and uphold robust relationships with assigned clients, becoming their reliable point of contact.

• Gain insights into clients' business objectives, challenges, and requirements through ongoing discovery and consultation.

• Serve as a strategic partner by providing proactive solutions that align with client goals.

• Maintain regular communication with clients through email, phone, video conferences, and other channels.

• Offer guidance on how clients can effectively utilize solutions to cater to their specific needs.

• Build rapport to ensure clients feel valued, supported, and acknowledged throughout their journey.

• Respond to incoming inquiries, support tickets, and scheduling requests in a timely and professional manner.

• Assist new clients during the onboarding process, ensuring seamless implementation and setup.

• Educate clients on product features, benefits, and best practices.

• Conduct training sessions to ensure clients are adept at using the offerings.

• Guide clients through initial setup, clearly outlining services, procedures, and expectations.

• Facilitate enrollment and verify that all documentation is accurate and complete.

• Monitor early adoption trends and provide proactive support during the crucial first 90 days.

• Ensure clients achieve early successes and have a clear understanding of the value proposition.

• Monitor and analyze client usage data to identify trends, opportunities, and potential issues.

• Identify opportunities for upselling or cross-selling additional products or services.

• Collaborate with sales teams to explore avenues for growth and expansion opportunities.

• Track and report on key performance metrics related to client success and engagement.

• Proactively address underutilization or drops in engagement before they lead to churn.

• Present business reviews that showcase ROI, usage insights, and recommendations.

• Drive account expansion through strategic consultation and demonstration of value.

• Act as a liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues.

• Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence.

• Ensure timely and satisfactory issue resolution to uphold client satisfaction.

• Partner with Care Operations, Revenue Operations, and other teams to enhance workflows.

• Collaborate across functions to address client needs and eliminate barriers to success.

• Advocate for clients internally, ensuring their perspectives influence product and process decisions.

• Keep client interaction records up-to-date in CRM and management systems.

• Collect client feedback to enhance products, services, and internal processes.

• Create and maintain reports on client success metrics and KPIs.

• Identify opportunities to improve internal workflows and contribute to operational efficiency.

• Support compliance requirements (HIPAA in healthcare contexts) and ensure confidentiality is maintained.

• Document best practices, success stories, and lessons learned for team knowledge sharing.

⛳️ Requirements

• Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments).

• Client Focus: Proven ability to develop and maintain strong relationships with clients and stakeholders.

• Communication: Exceptional written and verbal communication skills with a compassionate and professional approach.

• Strategic Thinking: Ability to comprehend client business goals and provide strategic guidance.

• Problem-Solving: Strong analytical and conflict-resolution skills with a proactive mindset.

• Organization: Exceptional organizational skills and attention to detail, with the ability to manage multiple accounts.

• Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software.

• Remote Work: Self-motivated and adaptable to remote work settings, demonstrating the ability to work independently.

• Data-Driven: Comfortable analyzing usage data and metrics to guide decisions.

• Adaptability: Highly adaptable in fast-paced, technology-driven environments.

🏝️ Benefits

• Competitive Salary: Based on experience and skills.

• Remote Work: Fully remote — work from anywhere.

• Generous PTO: In accordance with company policy.

• Direct Mentorship: Access to global industry leaders.

• Learning & Development: Continuous growth resources.

• Global Networking: Work with international teams.

• Health Coverage (Philippines only): HMO after 3 months (full-time).