Technical Account Manager

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

📋 Description

• Address customer inquiries through **Intercom, Pylon, and email**, ensuring that all communications are conducted with professionalism, empathy, and in accordance with high service standards.

• Utilize AI-driven support tools and knowledge bases to enhance the customer experience and assist CSMs in upselling services.

• Develop a thorough understanding of the company's software product, its customer use cases, and how the company aids customers in improving efficiency and achieving better business results.

• Set up and integrate customer hardware to facilitate the firm's software platform (including IP cameras, scales, and printers).

• Validate the customer experience, liaise with the appropriate engineering and implementation teams, and swiftly resolve issues to reduce service interruptions.

• Communicate updates, highlight recurring issues, and contribute to the implementation of process enhancements that improve service delivery and operational effectiveness.

• Adapt to evolving processes, assist in refining operational methods, and consistently achieve results in a fast-paced setting.

⛳️ Requirements

• A minimum of **3+ years of experience** in a customer-facing support position, ideally in IT helpdesk, hardware support, IoT support, or a similar technical role within a SaaS context.

• At least **1 year of experience** at a technology startup (preferably based in the U.S. or Australia).

• Previous experience with the Windows operating system, remote desktop software, and various software/IT tools like Intercom.

• Excellent English language skills (C2 level preferred), with outstanding written communication abilities.

• Experience in installing and configuring hardware (e.g., printers and cameras).

• A customer-centric mindset with a proactive approach to action.

• Highly organized and detail-oriented.

• Proven capability to thrive in a fast-paced, dynamic environment.

• Bachelor's degree or higher (**summa cum laude**, **magna cum laude**, **cum laude**, or Academic Scholar from a reputable institution preferred).

🏝️ Benefits

• Competitive Compensation – We value your skills and experience with an attractive compensation package.

• Regular Payday in USD – We provide payments twice a month directly to your bank account in USD.

• Work Remotely, Forever - Enjoy the flexibility of working from home, no matter where you are in the world.

• Milestone Gifts & Birthday Treats – We celebrate your accomplishments and ensure your special day is even more memorable!

• Exciting Team Experiences – Participate in team offsites, meetups, virtual town halls, and even international paid travel.

• Stay Connected – Join a supportive network that fosters learning, growth, and connections with amazing individuals.

• Global Networking - Collaborate with top international teams across 12 countries worldwide.

• Mentorship, Advocacy, and Support - We are committed to advocating for you at every step of your journey.

• Promotions and Increases - Excel and earn more with raises, promotions, and expanded responsibilities.