Junior Customer Support Specialist

4 weeks ago

Manila, National Capital Region, Philippines Process Street Full time
Overview

Junior Customer Support Specialist | Remote | AI SaaS Support

Process Street is an AI software and compliance operations platform startup from San Francisco. We help our customers build, document, automate, and track recurring workflows. Our platform automates the work, enforces the standards, and proves compliance so our global customers can run their businesses. We service over 3k customers around the world, and are VC-backed by Accel, Salesforce, and Atlassian.

Our mission is to make work fun, fast, and faultless for teams everywhere. We value a healthy, collaborative remote culture and flexibility for teammates in diverse time zones. We communicate asynchronously, work autonomously, and take ownership of our work.

The Opportunity: We are looking for a Customer Support Level 1 Specialist to join our Customer Support & Success team. You will address inbound customer inquiries via phone, email, and live chat. You will be the primary line of communication between the organization and our customers, engaging with companies from early-stage startups to Fortune 500 enterprises across the globe. You will pass customer feedback and challenges to Engineering, Product, and Executive teams.

Working hours: 8am-5pm UTC+8.

What You'll Do
  • Respond to email, live chat, and phone inquiries from existing customers and prospects
  • Advise customers on the best way to use the software to meet their needs
  • Track customer interactions in Salesforce
  • Assist prospects during their trial period to ensure they understand the product functionality
  • Serve as a conduit for customers to communicate product and feature requests to Product Managers
  • Assist our Customer Success Managers in dealing with large customers
  • Contribute to the Support Knowledge-base
  • Conduct product demos for prospects
  • Conduct onboarding and account reviews for existing customers
About You
  • You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS.
  • You're an excellent communicator. This includes written and verbal English. We are a 100% distributed team and writing is our primary method of communication, but you'll also chat with customers live.
  • You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer's experience.
  • You're obsessed with customer experience and have experience building and maintaining relationships with remote customers is a plus.
  • You have a growth mentality and a self-motivated approach to learning and development.
  • You love working with technology. Experience with Intercom and Salesforce is a plus.
  • You are available to work 8am-5pm UTC+8.
Our Benefits
  • Unlimited PTO policy – Most take 3-4 weeks, plus major holidays and a company-wide week off in December.
  • Company offsite to celebrate milestones and encourage team meetups
  • Social time with coffee chats, game-playing, storytelling, and more
  • Equity for all full-time roles
  • Generous health insurance for US employees and their families, including dental and vision

EEO statement: We are proud to be an equal-opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Security notice: Due to recent recruitment scams, official email communication will come from our domain (@process.st). If you receive messages from anyone claiming to represent Process Street using a different domain or requesting sensitive information, report it to support@process.st.


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