Remote Customer Success Support Specialist

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is an innovative AI-powered SaaS company specializing in social video intelligence. Their platform helps global brands cut through algorithm complexity by uncovering trends on platforms like TikTok before they fully emerge. By leveraging advanced machine learning, they provide deep insights into the content shaping audience behaviors, beliefs, and purchasing decisions.

About the Role

We're looking for a Customer Success Support Specialist to provide operational and technical support to our client's Customer Success team. This is a new role designed for someone who is proactive, highly communicative, and detail-oriented.

You'll be responsible for handling backend tasks, managing data, and assisting on client-facing activities—allowing the Customer Success Managers to focus on delivering exceptional client experiences. While you won't be leading client calls, you'll play a vital role behind the scenes to ensure smooth operations and fast responses to client needs.

This is an exciting opportunity to grow with a fast-scaling SaaS startup and potentially step into a Customer Success Manager role as the company expands.

What you'll do

• Provide backend and technical support for the Customer Success team.
• Assist with manual data entry and configuration within the client's proprietary tool (training provided).
• Use Google Sheets to organize, track, and update client data.
• Help monitor client-related social media content/posts and upload/tag relevant material.
• Support Customer Success Managers during client calls (as a note-taker and operational backup).
• Assist in drafting and managing client email responses and follow-ups.
• Maintain team resources and documentation in Google Drive and Notion.
• Take initiative by addressing tasks proactively without waiting for instructions.

What You Bring

• Experience: 2–3+ years in customer support, client success, or SaaS/digital operations.

• Technical Skills:

• Proficient in Google Sheets (basic formulas, data entry, data organization)

• Familiar with Notion (trainable)
• Comfortable learning and adapting to new tools (including client's platform)

• Soft Skills:

• Excellent English communication skills (written & verbal)

• Proactive, highly communicative, and detail-oriented
• Strong organizational skills and ability to manage multiple tasks independently
• Collaborative mindset with comfort working in distributed/global teams

• Other Requirement/s:

• Flexibility to work US Eastern Time (8AM–4PM or 9AM–5PM, Monday–Friday)

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.