Senior Customer Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines EviSmart™ Full time ₱1,200,000 - ₱2,400,000 per year

Location:
 [
On-site
, BGC, Taguig]

Company:
 Nimbyx / EviSmart

Work setting:
On-site, night shift

About Us

At 
Nimbyx
 and 
EviSmart
, we are reimagining the future of dentistry. With cutting-edge AI-powered workflow automation and CAD design outsourcing, we proudly support dental labs and clinicians across 
26+ countries
. Our mission is to make dental care smarter, faster, and better—for everyone.

To achieve this, we rely not only on groundbreaking technology but also on exceptional customer support. That's where you come in.

Role Snapshot

As a 
Customer Support Specialist
, you will go beyond answering tickets—you'll be a trusted partner to our customers. By solving problems quickly and with empathy, you'll build lasting relationships and ensure customers gain maximum value from our platform. This is a 
high-impact role
 where your contributions directly drive customer satisfaction, retention, and long-term success.

Key ResponsibilitiesCustomer Support & Issue Resolution

  • Serve as the 
    primary point of contact
     for customer support via email, phone, and chat.
  • Troubleshoot technical and product issues, guiding users through features with clarity and confidence.
  • Escalate 
    product feedback, bugs, and blockers
     to the appropriate internal teams promptly.
  • Deliver 
    fast, accurate, and empathetic support
     to resolve customer concerns.
  • Perform the foregoing responsibilities in Nimbyx' affiliates or partner companies pursuant to assignment, secondment, or transfer as deemed necessary by management with adequate notice.

Documentation & Process Improvement

  • Maintain and update 
    customer-facing documentation
     and internal support knowledge bases.
  • Identify and contribute to 
    improving support processes
     and tools for efficiency and scalability.
  • Collaborate with 
    cross-functional teams
     to enhance the overall customer experience.

Customer Training & Empowerment

  • Deliver 
    training sessions, onboarding, and product demos
     to empower users.
  • Educate customers on 
    best practices
     for maximizing product value.
  • Support customers in building 
    confidence with features
     through proactive guidance and hands-on education.

Other

  • Take ownership of 
    special projects and ad-hoc assignments
     as required.

About You

  • 2+ years
     proven experience in 
    SaaS or B2B customer support
    .
  • Strong 
    communication and problem-solving skills
    , with the ability to explain technical issues clearly to non-technical users.
  • Comfortable working with 
    complex platforms and support systems
    .
  • Proficiency with tools such as 
    Zendesk, HubSpot, Jira
    , and other collaboration platforms.
  • Ability to 
    handle confidential information
     with discretion.
  • Strong 
    interpersonal and consultative skills
     for building trusted relationships.
  • Excellent 
    organizational, multi-tasking, and detail-oriented
     approach.
  • Proactive mindset with the ability to 
    anticipate problems and resolve them before escalation
    .
  • Ability to work under pressure while remaining calm and solution-oriented.

Why Join Us?

  • Be part of a 
    global leader
     in AI-powered dental solutions.
  • Join a team that values 
    innovation, collaboration, and customer success
    .
  • Directly contribute to making dental care more 
    efficient, accurate, and accessible
     worldwide.
  • Grow your career in a supportive environment with opportunities for 
    professional development
    .

*Please note that this job is on-site (work from office),
night shift
position.

At Nimbyx and EviSmart, every interaction matters. Join us in building strong partnerships, solving real-world challenges, and shaping the 
future of dental technology
.

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