Client Success Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines 7ee3acfc-e014-4df6-9c9f-2e88554c1769 Full time ₱150,000 - ₱250,000 per year

Key Responsibilities

  • Serve as the first point of contact for general client inquiries via email, chat, and ticketing systems.
  • Draft and send routine updates, follow-ups, reminders, and documentation on behalf of the CSM.
  • Monitor client concerns and escalate high-priority issues to the assigned CSM.
  • Assist CSMs in maintaining accurate client records, service plans, and documentation in HubSpot, Wing App, and internal trackers.
  • Help process plan changes, free-trial activations, pause requests, or upgrades according to internal SOPs.
  • Ensure all client-facing documents and links provided are accurate and up-to-date.
  • Ensure client feedback on assigned VAs is properly logged and shared with Staffing and QA.
  • Coordinate simple requests with support teams—Staffing, Onboarding, Billing, HR, and Operations—under CSM guidance.
  • Track VA attendance notes, performance flags, and basic replacements workflow updates.
  • Monitor the shared inbox/ticketing system and triage cases according to urgency and department.
  • Identify recurring issues and flag them to the CSM for escalation or process improvement.
  • Follow SOPs for common requests (password resets, plan clarifications, billing questions, interview reminders, etc.).
  • Document client interactions, resolutions, and pending tasks.

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