Member Success Manager / Customer Success Specialist

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

📋 Description

• Oversee the shared customer support inbox, addressing member inquiries with professionalism, empathy, and efficiency.

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

• Assist coaches with navigating the platform, onboarding, offboarding, scheduling, and daily operational inquiries.

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

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

• Collaborate with the development team by documenting bugs, replicating issues, and confirming the completion of fixes.

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

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

• Handle all submissions from our phone reception service (member inquiries, technical issues, coach messages) in the support inbox, meeting the same standards and response times as other support requests.

• Reach out to members when a quick outbound call is more efficient than a lengthy email exchange; inbound calls are managed by our reception service.

• Maintain tidy CRM records where reception bookings and member interactions intersect with GoHighLevel: ensuring correct tags, appropriate pipeline stages, and no orphaned entries.

• Keep internal documentation and knowledge bases accurate using Notion.

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

• Assist with employer onboarding projects and operational rollouts.

• Continuously seek opportunities to enhance processes, documentation, automation, and operational efficiency.

• Leverage 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 comparable client-facing role.

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

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

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

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

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

• Excellent problem-solving capabilities and critical thinking skills.

• Ability to write clear, structured bug reports and communicate effectively with technical teams.

• Strong organizational skills, capable of managing multiple priorities at the same time.

• Comfortable working independently in a remote setting.

• Attention to detail and strong documentation practices.

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

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work options.

• Opportunities for professional development and career advancement.

• Access to the latest tools and technologies in the industry.

• Supportive and collaborative team environment.