Senior Client Care Advocate

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

Number of Openings: 1

Are you an experienced support professional who thrives in fast-paced, tech-focused environments? We're looking for a Home-Based Senior Client Care Advocate to support our U.S.-based client in the promotional products industry. In this role, you'll deliver exceptional customer service and technical support to partners and internal users, helping them resolve challenges and maximize their experience with our proprietary software. If you're a natural problem-solver who loves supporting others and making a meaningful impact, we'd love to hear from you.

REQUIRED CORE COMPETENCIES

• Exceptional Communicator: Strong verbal and written English communication skills, enhanced by AI and grammar-check tools.
• Customer-Centric: Passionate about delivering outstanding experiences and building trust with partners.
• Problem-Solver: Skilled at troubleshooting and supporting users with a process-driven approach.
• Growth-Minded: Curious, eager to learn, and adaptable to evolving systems and processes.
• Service-Oriented: Knowledgeable about SLAs and tiered ticketing models, ensuring timely and efficient resolutions.

WHAT YOU WILL DO

• Provide timely and pragmatic support across chat, email, and phone.
• Act as a Tier 1 support and subject matter expert for proprietary software.
• Train and assist internal users when needed.
• Troubleshoot, document, and escalate system or process issues.
• Create and maintain helpful resources, FAQs, and knowledge bases.
• Collaborate with training teams to reduce support tickets.
• Handle sensitive information with confidentiality.
• Contribute to internal and external knowledge bases
• Perform other duties as assigned.
• Thrive on solving problems and digging for solutions.

WHAT WE LOOK FOR

• Education: Bachelor's degree in Communications, Marketing, or a related field preferred.
• Experience: At least 5+ years of relevant support experience, preferably in a SaaS company.
• Language Proficiency: Strong verbal, written, and English communication skills.
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
• Technical Skills: Proficient in both Microsoft and Google applications. Basic exposure to Adobe Illustrator, Adobe Photoshop, and Canva is ideal.
• Industry-Specific Software/Knowledge:
• Direct experience in the promotional industry or comparable e-commerce experience is beneficial.
• Management or Leadership Experience
• Skilled in Zendesk, HubSpot, or similar CRM/support tools.
• Familiarity with project management software (Asana, Basecamp, Teamwork, etc.) is advantageous.
• Experience using AI and grammar-check tools to improve written communication.
• Understand SLAs and Tiered Ticketing Models

WHAT WE OFFER

• Salary Range: PHP 45,000 – 50,000
• Industry: Promotional Products
• Job Type: Full-time
• Work Shift: 8:00 AM – 5:00 PM CST (USA)
• Workdays: Monday through Friday (USA)

BENEFITS OF WORKING WITH US

• ​Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Internet stipends upon regularization
• HMO Coverage
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

Job Types: Full-time, Permanent

Pay: Php45, Php50,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee
• Work from home

Application Question(s):

• Do you have experience working with SaaS company?
• Do you have night shift experience?
• Do you train internal users, created resources/FAQs, and contributed to knowledge bases?
• Do you provide timely assistance via chat, email, and phone as Tier 1 support or SME for proprietary software?
• How much is your expected salary?

Work Location: Remote