Non-voice B2B Customer Support

Make your next big career move by applying as KMC Solutions' next CUSTOMER SUCCESS SPECIALIST- SUPPORT

This isn't just any Customer Success role. You will be a crucial member of our customer support team, assisting clients across the North American region in English. Your primary responsibility will be to foster strong relationships with our customers, ensuring their questions and concerns are addressed promptly and effectively. Your collaborative spirit will also be valued as you work alongside our teams on the ground in North America and in the Philippines to enhance customer satisfaction and contribute to team-driven projects. Your role will be vital in upholding our reputation for excellent customer service as we continue to expand.

If you have a passion for improving processes through software, seeing customers succeed, and are willing to be hands-on in tools like Intercom and Aircall then we're for you.

What makes us different? You'll have direct contact with Senior team members to help shape the growth and vision of the company. You'll be the vibrant first impression our clients encounter, bringing our brand's values to life with every interaction. This gives you a unique opportunity to make a real impact in a fast-growing software company. Are you ready to help us change the landscape of advertising?

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a CUSTOMER SUCCESS SPECIALIST- SUPPORT include:

• This role will handle email and chat support for customers in Canada and the US.
• You will receive inquiries related to platform navigation and human technical navigation (non-IT troubleshooting).
• A background in marketing compliance is beneficial.
• This role offers a non-scripted environment that values independent thinking, proactive communication, and a professional tone in client interactions.
• Serve as the primary contact for all customer inquiries, ensuring they have a seamless experience with our software across various communication channels.
• Uphold all Standard Service Level agreements.
• Facilitate end-user training sessions to bolster their understanding and proficiency with our system and client programs.
• Foster and maintain strong relationships with end users from key accounts in North America, utilizing your strong English communication skills.
• Address and resolve account-related issues, escalating them when necessary.
• Assist in the rollout and support of customer-specific programs.
• Continuously expand knowledge on our tailored customer programs, collaborating with and learning from team experts.

To apply, you must be an expert on the following requirements:

• Exceptional English listening, speaking and written communication skills.
• Bachelor's degree in Business, Marketing, or a related field.
• Minimum of 2-3 years' experience in a similar role.
• Experience in support or quality assurance role; SaaS/creative tech support experience
• Must be detail-oriented, process-driven, and able to build trust with clients
• Preferred background: Marketing coordination, Brand and compliance support, Quality control for social media (e.g., Meta, Facebook platforms), Insurance/compliance industry experience
• Demonstrated ability to communicate and collaborate effectively within a team and with day-to-day users of an organization.
• Proven ability in handling multiple tasks simultaneously with an attention to detail.
• Experience in delivering client-focused solution based on customer needs.
• Experience and fundamental skills in the Microsoft Office suite, including Excel, PowerPoint (or Keynote).
• Experience with productivity tools such as Slack, Notion, Intercom, Google Workspace or their counterparts.

It will also be favorable if you are knowledgeable in:

• This is an in-office position based in Pasig, where you'll collaborate closely with the team to learn, share, celebrate successes, and foster strong working relationships.
• This position operates on a night shift schedule to cater to our North American clients' needs.
• We think differently. Our refreshing work values define a culture that benefits from a focus on wellbeing, learning and growth opportunities, career advancement with our international expansion and consistently high levels of employee engagement.
• Your wonderful colleagues will bring a diversity of thought and experience to the table and you'll enjoy a work environment where everyone is given a voice to speak up and contribute