Customer Success Specialist | Work From Home  

Be part of an excellent Customer Service Success Team of our Member Company, Simplesat. Launched in 2016, Simplesat is a software startup with a mission to enable service teams to collect, analyze, and publish customer satisfaction feedback.

Measuring and improving customer satisfaction is more than just launching a survey. For feedback to have a real changing impact in an organization, it needs to connect and seamlessly integrate with critical systems like CRMs, helpdesks, and chat apps. Simplesat’s focus is to make that happen by shipping early, often, listening to our customers and then doing it all over again.

Their company headquarters are in Bangkok, Thailand.

Job Description

As a Customer Success Specialist, you’ll be responsible for responding to Simplesat customers and delivering a consultative and FUN support experience.

The role requires creative problem-solving and a thorough knowledge of how Simplesat works in different helpdesk and CRM systems.

Most communication is done through our Intercom support system. Both live chat and email. Occasionally, customers will require a short video call/screen share to get their problems solved.

You’ll work closely with the account management team (helping users with onboarding and converting to paid subscriptions), and the product team (building new features, creating documentation, helping bring new features to market).

Position Overview:

• Provide chat, email, and occasional phone support to trialing and paying Simplesat customers.
• Assist customers with troubleshooting and app implementation.
• Work closely with account managers to ensure seamless transitions from Trial Period to paying customers.
• Work closely with the product team to stay knowledgeable about the product, and provide feedback about what our customers need.
• Help build and groom our growing knowledge base
• Help with marketing-related projects such social media posting or website updates

Compensation Package & Benefits

- Base Pay: PHP 40,000 to PHP 50,000
- Allowance: iod

Paid Leaves

17 days PTO

Paid personal leave

- 13th Month Pay

Location: Ortigas, Pasig

Work Schedule & Set up: Night shift 10 PM to 6 AM | Work From Home / Remote Work | Possibly Be Asked To Visit The Office From Time To Time

Note: If needed you’ll be asked to go to our Office in Ortigas. We are very flexible on the WFH arrangements depending on your situation.

* Pre-Screening will be done via Video Call

You Need To Be:

A great troubleshooter - Although some technical knowledge is required, the most important thing is to solve questions or problems logically and methodologically to find the best resolution.

Able to work alone - There will be some overlap with a previous shift, but in many cases, you might not have somebody to immediately assist you.

An effective English-speaking communicator - The majority of our customers are based in the major English countries (primarily USA). English fluency is a must to ensure effective communication.

Someone who loves helping others - Your goal is not to close as many tickets as possible, it’s to help other human beings.

Requirements:

• Available to work from around 10pm - 6am (Philippines time)
• English fluency
• Either: A university degree related to information technology OR at least 3 years of experience in a technical support role
• Some experience with a customer support ticketing system (Zendesk, Zoho, LiveAgent, etc)