User Growth Advocate

1 day ago

Mabalacat, Central Luzon, Philippines beBeeSpecialist Full time ₱1,800 - ₱2,500
Customer Support Role

The Customer Support Specialist plays a pivotal role in elevating user satisfaction and helping businesses grow. As a trusted advisor, you'll delve into the pain points of our users and recommend tailored solutions to optimize their experience on our platform.

Relationship-building is at the heart of this role, as you connect with users and offer excellent customer service and account management. With your help, our merchants will maximise their value on our platform, and become loyal, highly-engaged users of HitPay.

Additionally, you'll collaborate closely with our Product and Engineering teams, leveraging client insights to shape product strategy and feature development.

Key Responsibilities:
  • Own the post-sales cycle from customer engagement, retention, and growth of our users and become an expert on HitPay's products
  • Build relationships and become a trusted payments advisor to key stakeholders, in partnership with our Sales team
  • Provide excellent customer service through messaging platforms and phone calls, to ensure each client's success in using HitPay's platform
  • Be a great listener and uncover our user's needs, which may not be communicated explicitly
  • Identify areas for improvement in each client's business process, and communicate solutions based on HitPay's products, customer success stories, and value proposition
  • Discuss customer insights and feedback with the Product and Engineering teams, in order to drive HitPay's product strategy and innovation
  • Assess common pain points and suggest potential features or improvements that can solve these problems
Requirements:
  • 2+ years of customer success or client-facing experience, ideally working with a complex, technical product
  • Payments and SMB experience is preferred
  • Strong business mindset, with an ability to identify the strategy behind each of our user's businesses
  • Lots of empathy and patience. You're eager to advocate for our users, understand their pain points, and guide them through technical solutions
  • Experience handling difficult situations or customers, while remaining professional and personable
  • Strong interest in the fintech industry, and in acquiring deep knowledge about technical products
  • An analytical and strategic mind, with a deep interest in shaping our product strategy
  • Highly resourceful, with an ability to navigate through our data to find solutions to ambiguous questions
  • Self-starter who can independently drive projects in a remote working environment
  • Willing to work flexible hours on weekends and shifts
Why Join Us?
  • Highly motivated, smart, and ambitious team
  • Learning opportunities and growth
  • Flexible, remote working
  • Local GP medical reimbursement
  • 21 days annual paid leave
  • Unlimited medical leave

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