Customer Support Specialist

2 days ago

Mandaue, Philippines Workstream Full time

Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Associate. You will be a core member of our customer support team and be well-positioned to succeed across sales, customer success, product, and engineering. Workstream is remote‑first. Our headquarters is in San Francisco, but 60%+ of our team is remote. This role will be remote and you must be able to work a regular shift during US hours. Day in the Life Customer Support Primary point of contact for customers via phone, email, and chat, addressing a broad range of issues and requests related to our products. Respond to customer needs quickly, with a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and a CSAT score of 95%. Escalate issues to teammates and the engineering team as needed, distinguishing user errors, poor training, product defects, and feature requests. Maintain a positive, empathetic, and professional attitude toward customers at all times. Proactively check in with clients until the issue is resolved. Participate in initiatives that drive company growth such as training junior representatives, product testing, and recommending new products to customers. Customer Success Partner with the Success team to set up clients and make requested modifications to fully leverage our platform. Build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs. Maintain a long‑term vision of working and growing with a Silicon Valley‑based technology startup. Adapt to ever‑changing processes and provide recommendations for improvement. Requirements 1 to 3 years of experience as a Customer Support Specialist or similar CS role. Fluent in English (verbal and written); ability to communicate effectively with global colleagues and customers. Phone support experience. Experience using help‑desk software and remote support tools. Willingness to work following US time zones. High‑speed, stable primary and backup internet connection (at least 50 Mbps); must provide a screenshot of speed test results. Seniority Level Associate Employment Type Full‑time Job Function Customer Service Location Remote (US hours) #J-18808-Ljbffr

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