LOOKING FOR FILIPINOS OR PHILIPPINES-BASED CANDIDATES
We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Position: Customer Service Representative
Work Hours: Monday to Friday, 9:30 AM to 5:30 PM EST | 10:30 PM to 6:30 AM Philippine Standard Time
Holidays: US holidays
Pay Range: $1,000-$1,500 per month (depending on qualifications and skills)
Responsibilities:
- Review and respond to conversations in the app CRM solution HubSpot.
- You care a lot about education and spending time making sure a customer feels heard and understood, while also teaching them how to use the app.
- Build customer loyalty and satisfaction, through onboarding, product adoption, retention and growth.
- Drive platform adoption by ensuring the user has the correct understanding and knowledge of the platform and financial parameters.
- Own and manage the customer success playbook, including general product knowledge, general financial industry knowledge/terminology, stock market and banking holidays, branding and language guidelines, etc.
- Manage and report on the overall health of the client relationship to internal stakeholders.
- Work with Marketing to craft responses to commonly asked questions, including maintaining the FAQ section on the website, bot responses, in person customer care responses, and customer educational materials.
- Use your knowledge of customer needs to help build out the product roadmap.
- Maintain metrics to understand customer happiness, including NPS, customer service conversation ratings, first response times, time to close customer conversations, etc.
- Create Customer Success Plans (CSP) that set the tone for the relationship and measure goals over time.
- Must be confident and possess solid communication, listening, and interpersonal skills.
- Team player who identifies closely with, and is passionately committed to, the achievement of our overall mission.
- Excellent writer and communicator.
- Ability to thrive in a fast-paced environment and handle a diverse workload.
- You are timely and respond to emails quickly.
- You are able to communicate at the time needed any issues to the rest of the team about problems currently happening in the app.
Bonus Points:
- Experience in a highly regulated industry, such as finance, insurance, or health care.
- Have previously started your own company, blog, or side hustle.
- 5+ years of experience in consumer-focused customer experience.
- Experience using customer service automation tools, including HubSpot and ReTool.
- Experience using critical thinking and problem solving to deliver the best possible outcomes to customers.
- A curious mind, advanced critical thinking abilities, and sound judgment with a risk mitigation mindset.
