Senior Customer Support Specialist

3 weeks ago

Manila, Philippines EviSmart™ Full time

Overview Join to apply for the Senior Customer Support Specialist role at EviSmart™ . At Nimbyx and EviSmart™, we are reimagining the future of dentistry with AI-powered workflow automation and CAD design outsourcing to support dental labs and clinicians across 26+ countries. Our mission is to make dental care smarter, faster, and better—for everyone. To achieve this, we rely on groundbreaking technology and exceptional customer support. This is a high-impact role where your contributions directly drive customer satisfaction, retention, and long-term success. Role Snapshot As a Customer Support Specialist , you will be a trusted partner to our customers, solving problems quickly and with empathy and building lasting relationships so customers gain maximum value from our platform. Responsibilities Serve as the primary point of contact for customer support via email, phone, and chat. Troubleshoot technical and product issues, guiding users through features with clarity and confidence. Escalate product feedback, bugs, and blockers to the appropriate internal teams promptly. Deliver fast, accurate, and empathetic support to resolve customer concerns. Perform responsibilities in Nimbyx’s affiliates or partner companies as assigned by management with adequate notice. Documentation & Process Improvement Maintain and update customer-facing documentation and internal support knowledge bases. Identify and contribute to improving support processes and tools for efficiency and scalability. Collaborate with cross-functional teams to enhance the overall customer experience. Customer Training & Empowerment Deliver training sessions, onboarding, and product demos to empower users. Educate customers on best practices for maximizing product value. Support customers in building confidence with features through proactive guidance and hands-on education. Other Take ownership of special projects and ad-hoc assignments as required. About You 2+ years proven experience in SaaS or B2B customer support. Strong communication and problem-solving skills, with the ability to explain technical issues clearly to non-technical users. Comfortable working with complex platforms and support systems. Proficiency with tools such as Zendesk, HubSpot, Jira, and other collaboration platforms. Ability to handle confidential information with discretion. Strong interpersonal and consultative skills for building trusted relationships. Excellent organizational, multi-tasking, and detail-oriented approach. Proactive mindset with the ability to anticipate problems and resolve them before escalation. Ability to work under pressure while remaining calm and solution-oriented. Why Join Us? Be part of a global leader in AI-powered dental solutions. Join a team that values innovation, collaboration, and customer success. Directly contribute to making dental care more efficient, accurate, and accessible worldwide. Grow your career in a supportive environment with opportunities for professional development. Please note that this job is on-site (work from office), night shift position. At Nimbyx and EviSmart™, every interaction matters. Join us in building strong partnerships, solving real-world challenges, and shaping the future of dental technology. Location & Status Manila, National Capital Region, Philippines – Senior Customer Support opportunities and related roles. Job postings reflect multiple locations and recent posting dates as part of our active recruitment. #J-18808-Ljbffr

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