Customer Support and Success Executive

Be the Heart of Client Success in a Tech-Driven World

Be part of a mission that goes beyond support-make meaningful impact through digital innovation and seamless client experiences. Here's your chance to build a global career in customer success without leaving the Philippines. This is more than a role-it's a platform to sharpen your skills in client support and SaaS, while leaving a lasting mark on the industry.

Job Description

As a Customer Support and Success Executive, you'll lead the charge in ensuring client satisfaction by resolving technical concerns, streamlining communication between departments, and empowering customers through training, documentation, and hands-on support.

Job Overview

Employment type: Full-time

Shift: Mid Shift

Work setup: Onsite (Clark, Pampanga)

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Clark, Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Mid shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses

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- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment

The Qualifications We Seek

• Minimum 4 years of experience in a Customer Support-related role, preferably in a SaaS or technology-driven environment
• QA experience or a relevant technical background is an advantage
• Proactive, resourceful, and able to work independently
• Hands-on experience with HubSpot or similar CRM platforms (strongly preferred; training available for the right candidate)
• Enthusiasm for engaging with new technology platforms and adapting quickly to process improvements
• Strong ability to coordinate and communicate effectively at all levels, both internally and externally
• Team player with a collaborative mindset and problem-solving attitude
• Basic knowledge of, or genuine enthusiasm for, sustainability and climate change initiatives
• Amenable to work onsite in Pampanga

Your Daily Tasks

• Be the first point of contact for all customer-related incidents and enhancement requests through the digital Customer Support platforms.
• Respond to customer queries and support resolutions as per our Service Level Agreement.
• Provide exceptional support through various channels, including email, video calls, and phone.
• Triage and create tickets for incidents and enhancement requests for the Development Team to work on, and prioritize them with the Head of Product and Technology.
• Ensure all customer tickets are logged in the Hubspot Customer Portal.
• Support the Sales and Development teams in setting up and onboarding all clients.
• Address any challenges, roadblocks, or feedback from clients and collaborate with internal teams to deliver timely solutions.
• Conduct training sessions to empower clients to effectively use any tools, processes, or frameworks introduced as part of the engagement.
• Maintain and arrange regular in-person meetings and calls with clients to ensure they are effectively supported in using any tools, processes, or frameworks introduced as part of the engagement.
• Work with the hivve teams to ensure that enhancement and integration requests are documented and logged as tickets in Jira for the Development Team.
• Work closely with the hivve teams to ensure alignment on client goals and service delivery, keeping all relevant teams informed of client expectations, project timelines, and deliverables, and managing any potential bottlenecks to meet client milestones.
• Ensure technical requirements are gathered from customers and coordinate with our Development Team to ensure on-time delivery.
• Prepare all technical documentation, including API and field mapping with third-party systems, to share with clients and support their training.
• Create and update user guides and knowledge base articles to share with users in Hubspot.
• Effectively communicate technical information to non-technical users and guide users through step-by-step solutions via WebEx or written instructions.
• Replicate all issues reported by clients and provide all technical information required by the Tech Team.
• Test all fixes and delivered functionality in accordance with the clients' requirements.
• Log all customer concerns in our ticket system and escalate to the Head of Product and Technology if needed.
• Update tickets accordingly and follow up with customers.
• Collaborate with other departments within the company to effectively support client accounts, such as sharing insights from clients to inform the product development strategy and prioritization.
• Track and analyze key performance indicators to understand client usage patterns, success, and areas for improvement.
• Regularly review and report on client progress, metrics, and outcomes, showing clients the value of working with the team.

About the Client

Our client is a global leader in impact measurement and reporting, dedicated to helping organisations achieve meaningful, measurable change. With over 15 years of experience, they guide purpose-driven teams through every step of their Impact Journey-from discovery to amplification. Backed by international experts and innovative tools, hivve empowers clients to capture high-quality data, streamline reporting, and avoid greenwashing. Their integrated services, software, and resources enable sustainable impact performance across social, economic, and environmental dimensions.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra