Customer Success Specialist

2 days ago

Davao City, Davao, Philippines Global Staff Network Full time ₱900,000 - ₱1,200,000 per year

Position: Customer Success Support

Schedule: Monday to Friday, 6:00 AM 3:00 PM (Philippine Time)

Location: Matina IT Park, Davao City

Work Setup: Onsite

Overview

We are looking for a proactive and operationally minded Customer Success Specialist to join our growing team. In this role, you'll serve as one of the first points of contact for our customers resolving concerns, guiding them through product adoption, and shaping a seamless customer experience. Beyond support, you'll contribute to building better processes, improving efficiency, and helping our customers succeed at every stage of their journey.

Key Responsibilities
  • Serve as a frontline representative through calls, chats, and messages, ensuring prompt and helpful support.
  • Troubleshoot and resolve customer concerns efficiently, escalating complex issues when necessary.
  • Mentor and train remote support staff to deliver consistent, high-quality service.
  • Develop and maintain clear training materials, documentation, and video guides for both customers and internal teams.
  • Conduct follow-up calls with trial users to guide product adoption and encourage long-term engagement.
  • Manage customer interactions, deals, and activity tracking using HubSpot.
  • Partner with the Customer Success team to analyze product usage data, identifying trends and areas for improvement.
  • Collaborate daily with colleagues via Slack and Microsoft Teams to stay aligned on tasks and updates.
  • Create and deliver engaging product demonstrations using Articulate Storyline or similar tools.
  • Capture recurring customer feedback and share insights with Product and Sales teams to improve features and workflows.
Qualifications
  • 2-3 years of BPO experience, with strong exposure to customer service and technical support.
  • Excellent communication skillsconfident in handling calls, live chats, and customer interactions.
  • Strong technical aptitude with the ability to quickly learn and adapt to new software and tools.
  • Problem-solving mindset with a focus on efficiency and practical solutions.
  • Experience in process improvement, with an interest in setting up automations and leveraging AI to streamline workflows.
  • Strong collaboration and teamwork skills, thriving in an ambitious and high-performing team culture.
  • Operational mindset with the ability to document, refine, and improve processes for greater consistency and efficiency.
Benefits
  • Day-shift schedule
  • Free coffee and snacks
  • Competitive salary
  • 13th-month pay
  • Paid annual leave
  • HMO coverage
  • Life insurance
  • Birthday leave

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