Technical Client Success Specialist

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

📋 Description

• High-Velocity Customer Communication: Serve as the initial point of contact for e-commerce merchant partners, delivering prompt, high-touch support primarily through Slack and secondarily via email.

• Adhere to the "5-Minute Standard": Oversee all shared customer communication channels during business hours, ensuring every message receives acknowledgment within 5 minutes with a clear and warm response.

• Maintain Brand Voice: Ensure all communications are professional, empathetic, and align with Nostra’s friendly and dependable tone.

• Incident Management & Triage: Manage the complete Jira lifecycle by creating detailed tickets for every bug, feature request, or issue, including essential context such as customer name, product area (Edge Delivery / Protect / ID), severity, and reproduction steps.

• Intelligent Escalation: Assess incoming issues by urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack and ensuring P1 (Functionality) issues are assigned within the same business day.

• Ownership & Momentum: Keep tickets progressing by following up with the engineering team when tasks stagnate, ensuring no customer-reported issue is overlooked.

• Onboarding & Implementation Support: Guide new merchants through the onboarding checklist, including scheduling kickoffs, tracking technical setups, and coordinating A/B test launches.

• Technical Provisioning: Carry out specific technical tasks, such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams.

• Milestone Tracking: Maintain an onboarding tracker for all active accounts to ensure customers achieve their go-live milestones on time.

• Reporting & Operational Health: Provide a "standup-style" daily update in internal Slack channels to spotlight urgent items or ongoing tasks.

• Weekly Digests: Compile and present a Friday report detailing opened/closed tickets, onboarding statuses, and any identified customer health concerns.

• CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated in HubSpot or shared internal sheets to guarantee the leadership team has complete visibility.

⛳️ Requirements

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

• Demonstrated ability to manage high-volume communication, with an emphasis on Slack workflows being a plus.

• Proficient in using Jira and HubSpot.

• Advanced familiarity with Slack and Google Workspace.

• Capability to comprehend technical terminology (e.g., TXT records, A/B testing, Edge Delivery) for accurate issue categorization for engineers.

• A 'speed-to-lead' mindset with the capacity to maintain a 5-minute response time without compromising quality.

• An 'inbox zero' mentality with the instinct to follow up on stalled tasks before they escalate into problems.

• Exceptional written English skills, with the ability to convert complex internal updates into warm, professional customer-facing communications.

• Ability to remain calm under pressure and accurately gauge the severity of an issue (P0 vs. P2).

🏝️ Benefits

• Competitive Compensation: Your efforts deserve acknowledgment. Receive a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.

• Flexible Work Options: Work in a way that suits you! If you're outside Baguio City, enjoy a permanent work-from-home arrangement. For those within Baguio, our hybrid work model provides the best of both worlds.

• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leave policies empower you to prioritize your well-being, ensuring a balanced work-life experience.

• Pathways to Success: Your journey with us is filled with growth opportunities. We are committed to fostering your career and supporting your advancement within the organization.