Job Description

We are looking for a Customer Support Specialist to assist our customers with technical problems or handling administrative tasks (refund, pause subscription, apply discount, etc.).

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with our help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way through our messaging system
• Help us build reviews profile (trustpilot, iOS, Android)
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives

Skills And Qualifications

• Experience as a Customer Support Specialist or similar customer support role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough case
• High school degree, must be proficient in English

Perks

• 5 sick leave a year, earned 10 paid time off on each anniversary date
• Company sponsored HMO (MediCard Philippines), eligible after the anniversary
• Potential trip to our corporate headquarters in Silicon Valley or China
• Opportunity to own company stock (invite only)
• Free training programs & access to our elite coaches
• ‍Employee discount for company products
• Team events (running, fitness contest, hiking, island hopping, etc.)