Senior Customer Success Specialist

• Provide high-quality, personalized support to customers throughout their lifecycle, including pre-sale, onboarding, and ongoing use
• Respond rapidly and provide accurate information with a friendly demeanor
• Build relationships with customers and understand their businesses
• Communicate with customers through email, Slack, and phone
• Select appropriate communication channels and adapt communication style
• Prioritize support for sole proprietors and enterprise customers
• Solve customer problems without relying on scripts or checklists
• Build relationships with colleagues across the company and escalate issues appropriately
• Translate common customer needs into actionable advice for product management, engineering, and design
• Become an expert in the product, its technology, and frequently asked questions
• Create support articles, video tutorials, and other support content to improve efficiency and scalability

• 2+ years of experience in a customer success position
• Entrepreneurship and drive; proactive self-starter
• Technical curiosity and excitement
• Customer empathy and ability to adapt to customers with varying levels of technical skill
• Strong communication skills
• Remote work based in the Philippines
• Availability for a 10PM–7AM Manila schedule
• Nice-to-have: Prior experience with SaaS account management
• Nice-to-have: Any CRM tool experience
• Nice-to-have: Experience with CAD
• Nice-to-have: Knowledge of the home improvement industry
• Nice-to-have: Analytical skills and a love of data

• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off
• Birthday leave
• Opportunities for skills training and personal and professional development
• Employee referral program
• BYOD (bring your own device) work setup