Customer Support Advocate

3 weeks ago


Manila, National Capital Region, Philippines Ignition Full time
Overview

Customer Support Advocate (18 months contract) at Ignition. We are looking for a Customer Support Advocate to join Ignition on an 18-month fixed term contract. You will be the first point of contact for our clients, owning customer communications from initial request through to resolution.

Ignition is a platform for professional services that automates proposals, client agreements, billing and payment collection to reduce late payments, unbilled work and repetitive admin. Ignition also integrates with leading apps such as Gusto, QuickBooks Online, Xero and Zapier to automate workflows. Our teams are global, with employees in multiple locations and a strong remote work culture.

About the role

We are looking for a Customer Support Advocate to join Ignition on an 18-month fixed term contract. In this role, you will be the first point of contact for our clients, owning customer communications from initial request through to resolution. You will also play a key role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business. Working primarily between 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday.

Responsibilities
  • Be a product expert in all areas. Become an encyclopedia of knowledge about how Ignition works and what it is capable of.
  • Own customer communications and issues from initial contact until resolution. Support via Intercom and occasional phone conversations.
  • Collect customer feedback and influence the direction of the product.
  • Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
  • Develop and improve processes to scale support with the growing business.
  • Create and maintain internal and customer-facing documentation such as knowledge base articles.
  • Work closely with Key Account Managers, Retention and Implementation, Marketing teams.
Qualifications
  • Previous experience in a customer support role.
  • Proficiency with various software systems such as Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
  • Good written and oral communication skills for creating professional documents and presentations.
  • Good time management and organisational skills.
  • Ability to listen to concerns and handle criticism without taking it personally.
  • Engage in robust and articulate dialogue while maintaining an open mind.
  • Ability to work autonomously and as part of a team.
Who You Are
  • You have a high attention to detail.
  • You don't shy away from feedback and you take it on board.
  • You have terrific communication skills – both written and verbal.
  • You're systems and process driven.
  • You're flexible when things don't go to plan.
  • You're an organizer at heart and work well to deadlines.
  • You thrive in a team environment.
Additional Information

Why join us: Join our global SaaS scale-up company with a collaborative, open, and transparent culture. We offer a range of benefits and opportunities for growth.

  • Global SaaS organization in hyper growth mode
  • Competitive salary and employee stock options from day 1
  • Health/Dental/Vision benefits from day 1
  • Education allowance and professional development funding
  • Flexible working options and home office support
  • Employee recognition and wellness programs
  • Accessibility and accommodation during recruitment is available

Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. We provide employment and recruitment accommodations during the recruitment process. For accessibility in a different format, please contact


#J-18808-Ljbffr

  • Manila, National Capital Region, Philippines beBeeCustomerSupport Full time ₱40,000 - ₱60,000

    Customer Support ProfessionalWe are seeking an experienced and detail-oriented individual to fill the role of Customer Support Advocate.This fixed term contract position will provide exceptional customer support, maintain a high level of product knowledge, and scale our support function as we continue to grow.Key responsibilities include:Becoming an expert...

  • Customer Advocate

    3 weeks ago


    Manila, National Capital Region, Philippines Atlassian Full time

    OverviewAtlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a...


  • Manila, National Capital Region, Philippines beBeeService Full time $30,000 - $60,000

    Customer Service AdvocateAt TalentPop, we're dedicated to building a team of passionate customer service professionals who drive exceptional experiences and meaningful interactions.As a customer service advocate, you'll be responsible for delivering timely, thoughtful responses that reflect our high standards. You'll also assist customers with orders,...


  • Manila, National Capital Region, Philippines beBeeCare Full time $70,000 - $100,000

    Family Care AdvocateWe are looking for a dedicated Family Care Advocate to join our team. As a Family Care Advocate, you will play a vital role in empowering underserved families by guiding them through the documentation process.Your responsibilities will include collecting and reviewing required documentation from caregivers and families, making outbound...


  • Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱80,000 - ₱160,000

    Job Title: Customer Service AdvocateAbout the Role:We are seeking a skilled professional to handle inbound and outbound customer service calls, providing exceptional support to clients across various industries.Responding to customer inquiries and resolving issues efficiently requires strong communication skills, active listening, and problem-solving...


  • Manila, National Capital Region, Philippines beBeeCustomerExperience Full time ₱900,000 - ₱1,100,000

    We are seeking a seasoned customer advocate to join our team. As a senior customer advocate, you will be responsible for interacting with customers and supporting them to address inquiries and resolve concerns regarding our clients' products and services.In this role, you will collaborate with internal and external teams to handle customer needs and provide...


  • Manila, National Capital Region, Philippines beBeeCustomerExperience Full time ₱450,000 - ₱500,000

    Delivering exceptional customer experiences is at the heart of this role. As a Customer Experience Specialist, you will play a pivotal part in providing high-calibre support across multiple channels, including email, live chat, phone, and social media.The ideal candidate will possess superior written and oral communication skills, strong people skills, and...


  • Manila, National Capital Region, Philippines beBeeRetention Full time ₱600,000 - ₱850,000

    Job OverviewAs a strategic Customer Advocate, you will be pivotal in driving customer satisfaction and loyalty by designing tailored solutions and implementing retention strategies. You will collaborate cross-functionally to identify key pain points, propose targeted initiatives, and track the impact of efforts that enhance our customers' success.Key...


  • Manila, National Capital Region, Philippines beBeeAdvocate Full time $45,000 - $60,000

    Product Advocate OpportunityWe are seeking a skilled Product Advocate to deliver exceptional customer experiences by leveraging product expertise and strong communication skills.The ideal candidate will troubleshoot and resolve customer issues, optimize support processes, and contribute to our values-driven culture.This role ensures customers achieve their...


  • Manila, National Capital Region, Philippines Boldr Full time

    A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world.We are a global team, united by our desire to connect diverse people with common values for boldr impact.We employ just over a thousand team members across five...