Digital Customer Success Specialist

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

📋 Description

• Take charge of communication in the Customer Success inbound queue (email/slack/Jira), serving as the main point of contact for non-technical customer inquiries.

• Utilize AI-driven tools to boost daily productivity, quickly synthesizing customer context and expediting the resolution of complex inquiries.

• Triage incoming requests to differentiate between support issues, strategic adoption barriers, and commercial opportunities.

• Recognize "at-risk" customers based on sentiment and inquiry type, escalating to leadership or specialized teams as needed to avert churn.

• Direct customers towards existing self-service resources (Community, Knowledge Base, Toolkits) to encourage independence and accelerate time-to-value.

• Employ internal AI agents and Knowledge Base tools to efficiently retrieve answers and aid in crafting accurate, empathetic responses.

• Keep precise records of customer interactions in Salesforce and Gainsight to ensure a comprehensive view of customer health.

• Work alongside the Finance and AR teams to swiftly resolve billing or administrative issues that may frustrate customers.

• Spot trends in incoming inquiries to provide feedback to the Content/Outbound team for future toolkit development.

• Analyze the customer base to identify and highlight growth opportunities to the Sales Account Executive based on inbound signals.

⛳️ Requirements

• Bachelor's degree or equivalent.

• AI & Tech Savvy: Proven ability to leverage AI and automation tools to optimize workflows, process information, and enhance personal efficiency.

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

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

• Strong problem-solving capabilities with the ability to quickly triage complex situations.

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

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

• Desired Experience, though not mandatory:

• Background in a high-volume customer-facing role (Support, Success, or Account Management).

• Familiarity with CRM systems (Salesforce) and ticketing platforms.

• Customer-facing experience in the EdTech sector or other software companies.

🏝️ Benefits

• Competitive compensation, with all full-time employees participating in our ownership program—because everyone should have a stake in our success.

• Flexible work culture. Our remote, hybrid, and in-office collaboration spaces vary by role, team, and location.

• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.

• Comprehensive wellness programs and mental health support.

• Annual learning and development stipends to foster your growth.

• The technology and tools necessary to perform at your best.

• Motivosity employee recognition program.

• A culture grounded in inclusivity, support, and meaningful connections.