Customer Success

3 days ago

Manila, National Capital Region, Philippines Darwinbox Full time

About Us

Darwinbox
is Asia's fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries.

Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups - JG Summit Group, Cebu Pacific Air, Robinsons Malls, Go Hotels, Summit Hotels, Universal Robina, SPi Global, Tokopedia, MAP (Starbucks, Sephora, Dominos' Pizza), Indorama, Nivea, Puma, etc.

The vision of Darwinbox to build a world-class product company from Asia is backed by marquee global investors like Salesforce, Sequoia Capital, and Lightspeed Venture Partners.

Job Overview

As a Payroll, Customer Success Manager, you will be the first point of contact for our customers, helping them troubleshoot payroll issues, navigate Darwinbox system with focus on payroll module, and ensure compliance with payroll regulations. You will collaborate with internal teams to improve customer experience and provide expert payroll support.

Key Responsibilities:

  1. Customer Support: Assist clients with payroll processing and compliance-related issues via phone, email, and chat.
  2. Troubleshooting: Diagnose and resolve software-related issues, escalating technical problems to the appropriate teams when necessary.
  3. Education & Training: Guide customers on software usage, payroll best practices, and compliance with local, state, and federal tax laws.
  4. Documentation: Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
  5. Collaboration: Work closely with the implementation, product and payroll compliance teams to improve the software and customer experience.
  6. Process Improvement: Identify common customer pain points and suggest workflow or product enhancements.

Qualifications:

  1. Experience: Proven experience in customer support, PH timekeeping and payroll processing, or SaaS customer success.
  2. Knowledge of Payroll: Familiarity with PH timekeeping and payroll systems, tax regulations, and compliance
  3. Technical Skills: Experience using payroll software and/or HRIS
  4. Communication: Strong verbal and written communication skills with a customer-first attitude.
  5. Problem-Solving: Ability to troubleshoot issues quickly and provide clear guidance to customers.
  6. Adaptability: Comfortable working in a fast-paced, evolving SaaS environment.

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