Customer Success Representative, Inbound

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

📋 Description

• Manage communications in the Customer Success inbound queue through email, Slack, and Jira.

• Serve as the main point of contact for non-technical customer inquiries.

• Leverage AI-driven tools to gather customer context and expedite the resolution of complex inquiries.

• Classify requests into support issues, strategic adoption hurdles, and business opportunities.

• Detect at-risk customers based on sentiment and inquiry type, escalating issues when necessary to prevent churn.

• Direct customers to Community, Knowledge Base, and Toolkit self-service resources.

• Utilize internal AI agents and Knowledge Base tools to find answers and compose precise, empathetic responses.

• Keep accurate records of customer interactions in Salesforce and Gainsight.

• Partner with Finance and AR teams to address billing and administrative challenges.

• Recognize trends in inbound questions and provide insights to the Content/Outbound team for toolkit development.

• Evaluate the customer base and highlight growth opportunities for Sales Account Executives.

⛳️ Requirements

• Bachelor’s degree or equivalent qualification.

• Proven ability to utilize AI and automation tools to enhance workflows, process information, and boost personal efficiency.

• Outstanding written and verbal communication skills, emphasizing empathy and clarity.

• Capability to set appropriate expectations and manage issues to resolution under time constraints.

• Strong problem-solving abilities and the capacity to quickly triage complex situations.

• Ability to multitask and prioritize effectively in a dynamic environment.

• Team-oriented mindset, strategically and tactically utilizing both internal and external resources.

• Experience in a high-volume customer-facing role (preferred, but not mandatory).

• Familiarity with CRM systems, particularly Salesforce, and ticketing platforms (preferred, but not mandatory).

• Customer-facing experience in the EdTech sector or similar software companies (preferred, but not mandatory).

• Must successfully pass a background check.

• Must provide identity verification upon request, including legal name, current physical address, valid contact number, and residential location.

🏝️ Benefits

• Competitive salary package.

• Ownership program available for all full-time employees.

• Flexible work environment.

• Generous leave policies, including local holidays and the annual “Dim the Lights” period in late December.

• Comprehensive wellness initiatives and mental health support.

• Access to learning and development resources.

• Professional growth tools and tuition reimbursement.

• Necessary technology and tools to excel in your role.

• Employee recognition program through Motivosity.

• Welcoming and supportive culture fostering meaningful connections.