Customer Success Agent

🇵🇭 Philippines - Remote
💬 Customer Service🔵 Mid-level

Job description

Company Profile:

Our client is an Australian-based company that has built workflow and automation software for mortgage brokers. It was developed by a top-producing mortgage broker, for mortgage brokers who want to write more business in less time and with less stress.

They are currently growing their remote team in the Philippines, and they are looking for a skilled front line chat support agent for their software solution.

Take this amazing career opportunity to do challenging work that will make a big impact and where your contribution is highly visible. This is the perfect career move for someone who is looking for career growth, skills improvement, home-based work set up to attain work-life-balance and a chance to work with a project that is unique and first in the market.

Overall purpose and responsibilities of the role:

The Customer Success Assistant will help support and guide new and existing users, so they stay forever and tell all their friends what a great impact the company made.

Duties and Responsibilities:

  • Providing mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software.
  • Provisioning new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc.
  • Providing a rapid response to customer support queries via Intercom help desk, by either

a) resolving simple requests immediately

b) investigating and solving more complex requests or

c) logging a bug report in JIRA for the development team to address.

  • Updating client workflows and/or performing behind the scenes account customizations to help support users’ implementation of the app.
  • Conducting account “health checks” to determine who well customers are using the software, so the team can deliver targeted support and solutions.
  • Actioning subscription changes such as upgrades, downgrades, or cancellations.
  • Helping to keep the documentation updated as features change and evolve.

Must-have Skills / Qualification:

  • Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role required; candidates with experience in the mortgage broking industry are also highly desirable, even if not specifically in a Customer Success role.
  • Strong customer service or chat support experience in the IT industry will also be considered if there is no mortgage broking experience.
  • Experience working in the broking, banking, and finance industries is highly preferred. The BPO industry will also be considered if the accounts handled are same as those in the mentioned industries.
  • A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk is advantageous. Proficiency in the use of other ticketing systems will also be considered.
  • Excellent attention to detail and comfort with spreadsheets and data.
  • Strong written and verbal communication
  • Troubleshooting and problem-solving
  • Ability to be proactive
  • “Can-Do” attitude
  • Excellent English communication skills, both written and verbal
  • Experience with technical support or training is useful but not essential
  • Experience with loan processing or finance is useful but not essential.

Job type: Permanent

Emp type: Full-time

Schedule: Monday – Friday; Rotating shifts that start from 6AM – 8AM PH with a requirement of 8 hours of work, exclusive of lunch break

Location: Work from home

Industry: M ortgage Broking and Financial Services technology

Share this job:
Please let Manila Recruitment know you found this job on Remote First Jobs 🙏

Similar Remote Jobs

Benefits of using Remote First Jobs

Discover Hidden Jobs

Unique jobs you won't find on other job boards.

Advanced Filters

Filter by category, benefits, seniority, and more.

Priority Job Alerts

Get timely alerts for new job openings every day.

Manage Your Job Hunt

Save jobs you like and keep a simple list of your applications.

Search remote, work from home, 100% online jobs

We help you connect with top remote-first companies.

Search jobs

Hiring remote talent? Post a job

Frequently Asked Questions

What makes Remote First Jobs different from other job boards?

Unlike other job boards that only show jobs from companies that pay to post, we actively scan over 20,000 companies to find remote positions. This means you get access to thousands more jobs, including ones from companies that don't typically post on traditional job boards. Our platform is dedicated to fully remote positions, focusing on companies that have adopted remote work as their standard practice.

How often are new jobs added?

New jobs are constantly being added as our system checks company websites every day. We process thousands of jobs daily to ensure you have access to the most up-to-date remote job listings. Our algorithms scan over 20,000 different sources daily, adding jobs to the board the moment they appear.

Can I trust the job listings on Remote First Jobs?

Yes! We verify all job listings and companies to ensure they're legitimate. Our system automatically filters out spam, junk, and fake jobs to ensure you only see real remote opportunities.

Can I suggest companies to be added to your search?

Yes! We're always looking to expand our listings and appreciate suggestions from our community. If you know of companies offering remote positions that should be included in our search, please let us know. We actively work to increase our coverage of remote job opportunities.

How do I apply for jobs?

When you find a job you're interested in, simply click the 'Apply Now' button on the job listing. This will take you directly to the company's application page. We kindly ask you to mention that you found the position through Remote First Jobs when applying, as it helps us grow and improve our service 🙏

Apply