Customer Support Specialist

📋 Description

• High-Velocity Customer Communication: Serve as the main point of contact for our e-commerce merchant partners, delivering prompt, high-quality support primarily through Slack and secondarily via email.

• Adhere to the "5-Minute Standard": During business hours, monitor all shared customer channels to ensure every message is acknowledged within 5 minutes with a clear and warm response.

• Maintain Brand Voice: Ensure all communications are professional, empathetic, and align with Nostra’s friendly and reliable tone.

• Incident Management & Triage End-to-End Jira Lifecycle: Create comprehensive Jira tickets for every bug, feature request, or issue, ensuring each ticket contains essential context, including customer name, product area (Edge Delivery / Protect / ID), severity, and reproduction steps.

• Intelligent Escalation: Triage incoming issues based on urgency—immediately flag P0 (Site-Down) issues to Engineering via Slack and ensure P1 (Functionality) issues are assigned within the same business day.

• Ownership & Momentum: Keep tickets progressing by following up with the engineering team when tasks are delayed, ensuring no customer-reported issue is overlooked.

• Onboarding & Implementation Support: Guide new merchants through the onboarding checklist, including scheduling kickoffs, tracking technical setups, and coordinating A/B test launches.

• Technical Provisioning: Perform specific technical tasks, such as creating TXT records through the Nostra portal, and coordinate confirmations with the sales and implementation teams.

• Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers achieve their go-live milestones on time.

• Reporting & Operational Health: Provide a daily "standup-style" update in internal Slack channels to highlight urgent items or ongoing tasks.

• Weekly Digests: Prepare and present a Friday report summarizing tickets opened/closed, onboarding statuses, and any highlighted customer health concerns.

• CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal documents to ensure the leadership team has complete visibility.

⛳️ Requirements

• A minimum of 2 years of experience in a customer-facing role, ideally within a SaaS, B2B, or E-commerce setting.

• A proven history of handling high-volume communication (experience with Slack-heavy workflows is an advantage).

• Technical Proficiencies: Proficient in using Jira and HubSpot for ticketing and CRM.

• Collaboration Tools: Expert-level familiarity with Slack and Google Workspace.

• Technical Literacy: Capable of understanding technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers.

• Core Competencies: Hyper-Responsiveness with a "speed-to-lead" mindset, maintaining a 5-minute response time without compromising quality.

• Proactive Organization: An "inbox zero" mentality and the instinct to follow up on stalled tasks before they escalate into problems.

• Communication Excellence: Outstanding written English skills, with the capacity to convey complex internal updates in warm, professional customer-facing messages.

• Triage Skills: Ability to remain calm under pressure and accurately assess the severity of an issue (P0 vs. P2).

🏝️ Benefits

• Living Our Values: We embody our principles in every aspect. From personal growth to a deep commitment to our team and clients, our values guide our vibrant workplace.

• Competitive Compensation: Your efforts deserve acknowledgment. We offer a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.

• Flexible Work Options: Work in a manner that suits you! If you are outside Baguio City, enjoy a permanent work-from-home setup. For those within the city, our hybrid model provides the best of both environments.

• Wellness Matters: Take time to recharge! Our flexible vacation and sick leave policies empower you to prioritize your well-being, ensuring a healthy work-life balance.

• Pathways to Success: Your journey with us is filled with growth opportunities. We are committed to fostering your career and supporting your advancement within the organization.