Member Success Manager / Customer Success Specialist

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

📋 Description

• Oversee the shared customer support inbox and address member inquiries.

• Resolve issues related to account access, payment queries, booking modifications, scheduling matters, and general platform support requests.

• Assist coaches with navigation of the platform, onboarding, offboarding, scheduling, and operational inquiries.

• Provide an outstanding customer experience while upholding high service standards.

• Identify recurring platform issues and transform them into structured development tickets.

• Document bugs, replicate issues, and verify completed fixes in collaboration with the development team.

• Test platform enhancements prior to release and communicate updates to members and coaches.

• Suggest improvements to workflows, platform functionality, and customer communications.

• Manage phone reception submissions within the support inbox.

• Contact members when an outbound call is more effective than email communication.

• Keep GoHighLevel CRM records organized, including tags and pipeline stages.

• Maintain internal documentation and knowledge bases using Notion.

• Oversee the onboarding and offboarding processes for coaches and team members.

• Assist with employer onboarding projects and operational implementations.

• Enhance processes, documentation, automation, and operational efficiency.

• Utilize AI tools to boost productivity, improve communication quality, and enhance workflow efficiency.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Customer Support, Operations, or a similar client-facing position.

• Previous experience supporting SaaS platforms or technology-driven businesses.

• Practical experience using customer support platforms such as Front or comparable shared inbox software.

• Experience with CRMs like GoHighLevel, HubSpot, Salesforce, or similar systems.

• Familiarity with issue tracking tools such as Linear, Jira, ClickUp, or equivalent.

• Proficient written and verbal communication skills in English, with a confident phone demeanor.

• Strong problem-solving capabilities and critical thinking skills.

• Ability to draft clear, structured bug reports and communicate efficiently with technical teams.

• Excellent organizational skills with the capacity to manage multiple priorities concurrently.

• Comfortable working independently in a remote setting.

• High attention to detail and strong documentation practices.

• Proven experience using AI tools such as ChatGPT, Claude, or similar as part of daily workflows.

• Experience working with Notion for documentation and knowledge management is highly preferred.

• Light QA testing or software troubleshooting experience is a plus.

• Exposure to fintech, coaching, education, or digital platform businesses is beneficial.

• Experience supporting customers from Australia, the UK, or the US is advantageous.

• Understanding of customer journey mapping and customer experience enhancement is a plus.

• Interest in financial wellbeing, coaching, or personal development is desirable.

• Must disclose any current ongoing roles or client commitments.

• Must represent this engagement on LinkedIn profile, clearly indicated as “Independent Contractor.”

🏝️ Benefits

• 100% remote work from home.

• Flexibility in managing your time as an independent contractor.

• Alignment with AU business hours for collaborative efforts.

• Direct engagement by the client as an independent contractor.