Technical Client Success Specialist

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

📋 Description

• High-Velocity Customer Communication: Serve as the primary point of contact for e-commerce merchant partners, providing prompt support via Slack (primary) and email (secondary).

• Maintain the "5-Minute Standard": Ensure all shared customer communication channels are monitored during business hours, acknowledging every message within 5 minutes with a clear and warm response.

• Uphold Brand Voice: Guarantee that all communications are professional, empathetic, and align with Nostra’s friendly and reliable tone.

• Incident Management & Triage: Generate detailed Jira tickets for each bug, feature request, or issue, and prioritize incoming issues based on urgency.

• Onboarding & Implementation Support: Navigate the Merchant Journey and carry out specific technical tasks, such as creating TXT records through the Nostra portal.

• Reporting & Operational Health: Deliver daily updates in internal Slack channels and compile weekly digests covering tickets opened/closed and onboarding statuses.

⛳️ Requirements

• 2+ years of experience in a customer-facing role, ideally in a SaaS, B2B, or E-commerce setting.

• Proven experience managing high-volume communication (experience with Slack-heavy workflows is advantageous).

• Technical Proficiencies: Proficient in using Jira and HubSpot.

• Expert-level familiarity with Slack and Google Workspace.

• Ability to grasp technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to effectively categorize issues for engineers.

• Hyper-Responsiveness: Maintain a "speed-to-lead" mindset, achieving a 5-minute response time without compromising quality.

• Proactive Organization: Embrace an "inbox zero" mentality and instinctively follow up on stalled tasks before they escalate into issues.

• Communication Excellence: Possess exceptional written English skills, capable of translating complex internal updates into warm, professional messages for customers.

• Triage Skills: Remain calm under pressure and accurately evaluate the severity of an issue (P0 vs. P2).

🏝️ Benefits

• Living Our Values: We embody our values in action. From personal growth and learning to genuinely caring for our team and clients, our principles guide a vibrant workplace.

• Competitive Compensation: Your dedication deserves acknowledgment. Benefit from a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.

• Flexible Work Options: Tailor your work experience! If you are outside Baguio City, enjoy a permanent work-from-home arrangement. For those within Baguio, our hybrid work model offers the best of both worlds.

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

• 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.