Customer Success Hero - Remote  

PayrollHero are looking to hire a team of client success experts. They will have great customer success abilities and know how to solve problems quickly. They also appreciate the importance of having a good work/life balance.

Commuting is not enjoyable. The average employee in the Philippines spends 4 hours commuting a day. This is over 6 weeks a year.

Our ideal candidates realize that this time could be spent enjoying life, hanging with friends or helping our clients!

Client Success Hero - Support

The Client Success Hero - Support is the frontline for all incoming support queries. When a customer has a problem or query and can’t find an answer on the Knowledge Base it is their job to ensure that they find a solution to their problem. The purpose of the Client Success Hero - Support is to ensure that incoming tickets from our clients are answered quickly and thoroughly. They ensure our clients get the answers they want, when they want them. A Hero on inbound support should ensure their response empowers our clients to be successful and leaves the client with a smile on their face.

A Client Success Hero must show they CARES.

• Communication (clearly communicate the process and set expectations)
• Accountability (take responsibility for fixing the problem or getting an answer)
• Responsiveness (don’t make the customer wait for your communication or a solution)
• Empathy (acknowledge the impact that the situation has on the customer)
• Solution (at the end of the day, make sure to solve the issue or answer the question)

Client Success Team

Our Client Success Heros are part of our Client Success Team. The main purpose of Client Success (as the name may suggest) is to work with our clients and ensure their success. This means going the extra to help them with their needs. Making sure that at all times PayrollHero is the right product for them. We create value for our clients that they wouldn’t find on any other system.

Responsibilities

• Below are the responsibilities of a Client Success Hero - Support
• Triage incoming tickets (ie. inquiries, leads, support tickets)
• Respond to tickets to ensure customer issues are completely resolved.
• Helping clients get live on our system.
• Make quick decisions on whether a ticket can be answered immediately or whether it needs to be handed over for analysis
• Maintain customer records by updating their account information and profile
• Resolve client complaints, determine the root of their problem and provide the client with the best solution.
• Contributes to team effort by accomplishing related goals as needed.
• Identify any missing links in the proactive support offerings
• Add tickets for new features and enhancements
• Operate within the Client Success Hero - Support Service Level Agreements
• Work to achieve both the team and personal KPIs

Supervision

This is position is designed for people who want to work remotely. As a result you will need to be able to manage your own time and prioritize well. You will report directly to the Client Success Manager. You will be required to remotely attend Huddle daily and a retro and sprint planning bi-weekly in person.

They will have the right set up to be part of the team without leaving their home.

• Can speak english at a conversational level
• Broadband with at least 3 megabit download speed and 2 megabit upload speed
• Latest Model Laptop
• Your own room to use exclusively whilst working
• Access to a secondary site at with least 3 megabit download speed and 1-2 megabit upload speed