Karbon

Customer Support Specialist

Karbon

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇭 Philippines

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Job Level

Junior

About the role

  • Provide support to customers in the form of video & technical chat support
  • Drive growth in existing customers after 90 days of the sale
  • Increase the participation in free service offerings such as the Getting Started & Onboarding webinar series
  • Acquire and maintain a working knowledge of the value proposition of the platform
  • Assist, as needed, in the completion of customer-facing activities
  • Solve customers’ problems by building partnerships, driving product/feature adoption
  • Accurately identify risk of customer churn and put value-add actions in place to mitigate possible churn
  • Champion the voice of the customer internally by giving product feedback to Product/Engineering
  • Partner with internal stakeholders to ensure operational excellence
  • Help expand our global support team and processes

Requirements

  • 1-2 years of customer service experience
  • Prior experience with chat / support software–i.e. Intercom/Zendesk/Salesforce
  • Problem-solving skills
  • BA/BS preferred
  • Minimum of 1-3+ years of industry experience in B2B SaaS businesses, accounting professional services, training or education or customer support.
  • Have great communication skills
  • Have experience/passion for enabling businesses to grow and succeed.
  • Ability to learn modern customer enablement SaaS and servicing tools
  • Have professional spoken and written English (fluency in other major languages is a plus but not required)
Benefits
  • Global Medical Insurance: Coverage Limit - $1M for you and up to three eligible dependents.
  • Work-from-home allowance
  • Rice subsidy
  • Meal allowance per working day
  • Laundry allowance
  • 15 paid time off days per year (which includes 5 Karbon Days per year)
  • 7 Sick leave days per year
  • Internet and work-from-home subsidy
  • Discretionary bonus program
  • Work with (and learn from) a very experienced team
  • Be part of a startup team that will continue to grow around you
  • Flexible approach to work environment (we believe in trust and autonomy)
  • A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceproblem-solvingcustomer enablementB2B SaaStechnical chat support
Soft skills
communicationpartnership buildingoperational excellence
Certifications
BABS