Customer Success and Support Operations – Contractor

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

📋 Description

• Execute customer renewals from start to finish in Salesforce, adhering to established workflows (this is a high-volume, detail-oriented core responsibility).

• Assist with Tier 1 ticket management in Zendesk by triaging, routing, and resolving common issues according to the playbook.

• Ensure data accuracy across various tools and report any discrepancies or anomalies to the team lead.

• Contribute to documentation and process enhancements as workflows develop.

• Take on extra operational responsibilities as the business needs evolve.

• Manage back office customer service operations tasks including account updates, data hygiene, and queue management within Salesforce.

• Review and improve account data in Salesforce to guarantee the accuracy of the source information that supports AI-generated account summaries for Customer Success Managers.

⛳️ Requirements

• 3–5 years of experience in support, customer service, sales operations, or revenue operations.

• Demonstrated ability to work across different functions and quickly adapt as priorities change.

• Hands-on experience with Salesforce, showcasing a history of accurate, high-volume data handling.

• Proficient in Excel or Google Sheets for reporting and tracking operational processes.

• Familiarity with Zendesk or a similar support platform.

• Customer-focused mindset. You recognize how back office accuracy impacts customer results.

• Exceptional attention to detail. You identify errors before they escalate into issues.

• Comfortable utilizing AI tools to enhance throughput while maintaining high output quality — you take responsibility for the final product, regardless of its creation method.

• Strong communicator — fluency in English is essential; your ability to write clearly, set precise expectations, and represent the team effectively in any customer-facing or internal situation is what truly matters.

• Highly dependable with a proven record of follow-through — this role functions independently, and we seek someone who does not require constant supervision.

• Comfortable working asynchronously with a US-based team; proficient written communication across Slack, email, and ticketing systems is necessary.

🏝️ Benefits

• Adequate WFH setup required: stable high-speed internet connection, a functional computer meeting minimum specifications, headset, and a quiet, dedicated workspace.

• Availability to overlap with US business hours (PST or EST preferred).