Customer Support Specialist

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

📋 Description

• Rapid Customer Interaction: Act as the primary point of contact for e-commerce merchant partners, delivering prompt, high-touch support primarily through Slack and secondarily via email.

• Adhere to the "5-Minute Standard": Monitor all shared customer communication channels during business hours to respond to every message within 5 minutes, providing a clear and warm reply.

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

• Incident Management & Triage: Manage the end-to-end lifecycle of Jira tickets by creating detailed entries for every bug, feature request, or issue. Each ticket must include essential details such as customer name, product area (Edge Delivery / Protect / ID), severity, and steps to reproduce the issue.

• Intelligent Escalation: Assess incoming issues based on urgency—immediately flag P0 (Site-Down) cases to Engineering via Slack while ensuring P1 (Functionality) issues are assigned on the same business day.

• Ownership & Progress: Ensure tickets progress by following up with the engineering team when tasks stall, preventing any customer-reported issue from "falling through the cracks."

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

• Technical Provisioning: Carry out specific technical tasks such as creating TXT records through the Nostra portal and coordinating confirmations with sales and implementation teams.

• Milestone Tracking: Keep the onboarding tracker updated 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 issues or ongoing tasks.

• Weekly Summaries: Compile and present a Friday report detailing tickets opened/closed, onboarding statuses, and any highlighted customer health issues.

• CRM Maintenance: Maintain an up-to-date "Customer Health Snapshot" within HubSpot or shared internal documents to ensure the leadership team has full visibility.

⛳️ Requirements

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

• Proven experience managing high-volume communication (familiarity with Slack-heavy workflows is advantageous).

• Technical Proficiencies: Experienced with ticketing and CRM tools, specifically Jira and HubSpot.

• Collaboration Tools: Advanced proficiency in Slack and Google Workspace.

• Technical Literacy: Ability to comprehend technical terms (e.g., TXT records, A/B testing, Edge Delivery) for accurate issue categorization for engineers.

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

• Proactive Organization: Maintain an "inbox zero" approach and instinctively follow up on stalled tasks to prevent issues.

• Communication Excellence: Outstanding written English skills, capable of translating complex internal updates into warm, professional messages for customers.

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

🏝️ Benefits

• Living Our Values: We embody our values in our actions. From personal growth to genuine concern for our team and clients, our values guide our dynamic workplace.

• Competitive Compensation: Your contributions are valued. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.

• Flexible Work Options: Work in a way that suits you! If you reside outside Baguio City, enjoy a permanent remote work setup. For those within Baguio, our hybrid work model offers 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, fostering a healthy work-life balance.

• Pathways to Success: Your journey with us is filled with opportunities for growth. We are committed to supporting your career development and helping you advance within the company.