Senior Customer Support Specialist

1 week ago

Manila, Philippines EviSmart™ Full time

Join Us

Nimbyx and EviSmart are reimagining the future of dentistry with cutting-edge AI-powered workflow automation and CAD design outsourcing, proudly supporting 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 not only on groundbreaking technology but also on exceptional customer support. That’s where you come in as a Senior Customer Support Specialist .

Role Snapshot

As a Customer Support Specialist , you will go beyond answering tickets—you’ll be a trusted partner to our customers. By solving problems quickly and with empathy, you’ll build lasting relationships and ensure customers gain maximum value from our platform. This is a high-impact role where your contributions directly drive customer satisfaction, retention, and long-term success.

Key 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 the foregoing responsibilities in Nimbyx’ affiliates or partner companies pursuant to assignment, secondment, or transfer as deemed necessary 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.

future of dental technology.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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