Customer Support Specialist, B2B Customer Success

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

📋 Description

• Serve as the main point of contact for e-commerce merchant partners, delivering prompt, personalized support primarily through Slack and secondarily via email.

• Supervise all shared customer communication channels during business hours, ensuring that every message is acknowledged within 5 minutes with a thoughtful and friendly response.

• Generate comprehensive Jira tickets for every bug, feature request, or issue, making certain that all tickets contain essential context.

• Prioritize incoming issues according to urgency, employing effective escalation processes.

• Assist new merchants by guiding them through the onboarding checklist, which includes tracking technical setup and coordinating A/B test launches.

• Keep the onboarding tracker updated for all active accounts to guarantee that customers achieve their go-live milestones on time.

• Compile and present daily and weekly reports that summarize ticket statuses and customer health concerns.

⛳️ Requirements

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

• A demonstrated history of managing high-volume communications, with a preference for Slack-heavy workflows.

• Proficient in using Jira and HubSpot.

• Advanced familiarity with Slack and Google Workspace.

• Ability to grasp technical terms (e.g., TXT records, A/B testing, Edge Delivery) to correctly categorize issues for engineers.

• Outstanding written English skills, capable of converting complex internal updates into warm, professional messages for customers.

🏝️ Benefits

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.

• Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.

• Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.

• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.

• Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.