Customer Success Specialist

Role Overview

• Manage all inbound customer inquiries from receipt to resolution
• Respond to customers with clear, professional, and tone-appropriate communication
• Identify and adapt to customer sentiment, especially in sensitive or escalated situations
• Ensure timely responses and maintain inbox organization and prioritization
• Identify recurring customer questions and documentation gaps
• Create and update knowledge base articles to improve self-service support
• Maintain accuracy and relevance of all help documentation
• Triage requests requiring backend execution and create detailed tickets
• Provide clear context and instructions for internal teams
• Follow up with customers once requests are completed
• Identify patterns in customer inquiries and operational requests
• Flag inefficiencies and suggest process or tooling improvements
• Support internal visibility through clear documentation and updates

Requirements

• 2+ years of experience in customer support, customer success, or a similar role
• Strong written English communication skills with clarity and precision
• Demonstrated ability to handle customer interactions with empathy and professionalism
• Experience working in async, remote environments with minimal supervision
• Ability to manage high-volume inboxes while maintaining quality and responsiveness
• Commitment to working US Eastern Time hours long-term
• Experience in SaaS or tech environments
• Knowledge base or documentation writing experience
• Familiarity with ticketing systems and support workflows
• Experience coordinating between customer-facing and backend teams

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide