Customer Success & Support Representative

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

📋 Description

• Manage the customer relationship post-sale to enhance customer retention and ensure long-term success.

• Respond to incoming phone calls and emails promptly.

• Accurately enter orders on the same day and route them through Extensiv for 3PL shipping.

• Conduct onboarding calls with new commercial accounts 10–15 days after the shipment of dispensers.

• Perform reactivation calls for dormant commercial accounts to regain customer engagement.

• Make calls to collect payments for failed card transactions or orders pending payment.

• Record the outcome and reason code in HubSpot for each call made.

• Identify larger opportunities, such as additional locations, chains, or expansions, and communicate them to sales.

• Manage voicemails and ensure customer calls are returned or routed on the same day.

• Execute end-of-day close-out procedures, including confirming Amazon shipments and dispatching PDF invoices.

• Address warranty and quality concerns, process claims and guarantee activations, and order replacements as necessary.

• Follow up on delayed or incorrectly shipped orders in collaboration with operations, 3PL, and LTL partners.

• Address issues related to failed website orders and card payments.

• Continually follow up on warranties, orders, quotes, and other outstanding matters until resolved.

• Oversee monthly autoship and coordinate with the 3PL in preparation for the month-end surge.

• Address Amazon customer concerns within 24 hours on weekdays.

• Respond to routine inquiries from distributors and direct larger opportunities to the sales team.

• Maintain up-to-date customer records and establish new accounts with appropriate pricing groups.

• Process tax exemption certificates and oversee account tax status.

• Route procurement portal requests to the operations team.

• Handle standard accounts receivable tasks, including invoices, payment addresses, and ACH setup.

• Forward handwritten card order confirmations to the sales department.

• Document procedures and recommend improvements.

• Achieve KPIs for activation rates, reactivations, call discipline, support quality, and task prioritization.

⛳️ Requirements

• At least 2 years of experience working a fixed night-shift schedule aligned with US hours in Manila time.

• Proven track record in outbound customer calling focused on retention, renewals, win-back efforts, appointment confirmations, payment follow-ups, or account check-ins.

• Minimum of 2 years of experience in US customer service or e-commerce support, including order entry or management.

• Strong spoken English skills with a warm, clear, and professional phone presence that is easily understandable by US business customers.

• Willingness to accept the fixed shift from 7:00 AM to 4:00 PM US Pacific time.

• Agreement to single-client exclusivity prior to presentation.

• Verified high-speed internet connection, a backup plan for power and internet outages, and a quiet environment for professional calls.

• Experience with CRM systems; HubSpot is preferred.

• Preference for candidates with small company or in-house US business experience.

• B2B customer experience is a plus.

• Experience in handling warranties, claims, or returns is preferred.

• Background in collections or payment follow-up calls is advantageous.

• Must currently reside in the Philippines and possess legal authorization to work there.

🏝️ Benefits

• Option for a profit-share bonus of up to 20% of monthly pay, contingent on company profitability.

• 13th-month pay: an additional month of salary, distributed in December.

• Paid Time Off (PTO): 15 days (120 hours) annually, available for vacation, sick leave, or personal time.

• 3 floating holidays per year for team members in the Philippines.

• Unused PTO is compensated upon separation, prorated for the current year.

• 11 paid US holidays.

• If working on an observed holiday, an additional PTO day is credited.

• Up to $400 per year in office supply reimbursement after six months, split 50/50 with the company, with receipts required.

• Remote work arrangement available.

• Verified high-speed internet and a quiet home office setup are supported as work requirements.