Scale Virtually VA

Client Success Manager

Scale Virtually VA

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • - Monitor and manage incoming customer support tickets through Zendesk.
  • - Access and review customer accounts to replicate reported issues.
  • - Review support requests and determine the appropriate response or action.
  • - Respond to general user inquiries related to software usage and functionality.
  • - Direct customers to relevant instructional resources such as documentation or YouTube tutorials when applicable.
  • - Ensure customers receive timely responses and maintain clear communication throughout issue resolution.
  • - Assist in managing churn reduction efforts by providing customers with support, trial extensions, or account credits when appropriate.
  • - Proactively reach out and probe with customers who choose not to renew their subscription
  • - Maintain a customer-first approach when resolving issues to encourage continued subscription to the software platform.
  • - Identify whether a customer issue is a general support question or a potential software bug.
  • - Escalate confirmed bugs or technical issues to the development team via email.
  • - Coordinate with the technical project manager and developers regarding issue status.
  • - Provide follow-ups and updates to customers while the issue is being investigated or resolved.
  • - Track escalated issues and ensure customers remain informed of progress.
  • - Assist with customer billing adjustments within Stripe.
  • - Issue credits or apply promotional coupons based on established internal guidelines.
  • - Support subscription changes such as transitions from pay-per-project to unlimited plans.
  • - Escalate billing requests that exceed predefined authorization thresholds.
  • - Monitor incoming leads within the GoHighLevel platform.
  • - Respond to customer inquiries associated with leads when appropriate.
  • - Identify high-value or enterprise-level prospects and escalate them to leadership for direct sales engagement.
  • - Assist in gathering product data requested by customers when it is not yet available in the system.
  • - Conduct online research to identify the correct contact information or product details.
  • - Contact manufacturers, suppliers, or customers to obtain missing product information.
  • - Compile and submit gathered data weekly to support updates to the software database.
  • - Assist with updating internal documentation, SOPs, and knowledge base materials when processes evolve.
  • - Contribute to maintaining the customer support playbook as workflows change.

Requirements

  • - Strong engineering background or a related technical field
  • - Experience in back-office operations
  • - Experience supporting SaaS or subscription-based software (preferred)
  • - Experience working with ticketing systems or customer support platforms
  • - Comfortable working with technical documentation, data, charts, and system logs**
  • **Tools to be used:****
  • - Zendesk
  • - Stripe
  • - GoHighLevel (CRM)
  • - Office 365
  • - Loom
  • - YouTube (for instructional resources)
  • - AdobeAcrobat
  • - Row Zero
  • - Online research tools
Benefits
  • - **Fully remote work, Full-time & long-term role (not project based)**
  • - Competitive Salary & appraisal opportunities
  • - HMO & Insurance
  • - PTO
  • - Lots of opportunities & areas for growth
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportticketing systemsSaaSsubscription-based softwaretechnical documentationdata analysisissue resolutionbilling adjustmentsonline researchescalation management
Soft Skills
communicationcustomer-first approachproactive engagementproblem-solvingteam collaborationorganizational skillsattention to detailadaptabilitycustomer relationship managementtime management