Customer Support Specialist
Applause
full-time
Posted on:
Location Type: Remote
Location: Philippines
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About the role
- - Manage inbound support tickets via email, chat, and other channels
- - Resolve issues quickly and thoroughly with a friendly, professional tone
- - Maintain a 95%+ CSAT rating
- - Initial response to new client messages within 30 minutes (first response time)
- - Resolve most tickets in under 4 hours (time to resolution)
- - Become a product expert and use that knowledge to troubleshoot effectively
- - Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business)
- - Document solutions and contribute to internal knowledge base
Requirements
- - 3+ years of customer support experience at a B2B SaaS company
- - Excellent written English and communication skills
- - History of meeting or exceeding support KPIs
- - Extremely organized, with strong attention to detail
- - Ability to multitask and manage dozens of concurrent tickets
- - Reliable internet connection (50+ Mbps, no latency issues)
- - Highly effective working remotely
- - Familiarity with tools like Zendesk, Intercom, Slack, and HubSpot is a plus
Benefits
- Amazing colleagues | Energetic culture that is positive and celebrates together | Inspiring mission & software product | Ability to grow your career in a fast-growing tech startup
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportKYCKYBticket resolutionCSAT ratingsupport KPIsmultitaskingdocumentation
Soft skills
communicationorganizationattention to detailproblem-solvingprofessionalismfriendlinessremote work effectiveness