Role Description We're looking for a Customer Support Representative to assist customers over phone and live chat. You'll help customers navigate our platform, answer questions, resolve issues, and provide a friendly, professional experience with every interaction. - Assist customers through phone and live chat. - Answer product and account-related questions. - Guide customers through our platform. - Learn our software and become proficient in using it. - Resolve customer concerns or escalate when appropriate. - Deliver a warm, professional customer experience on every interaction. Qualifications - At least 2 years of customer support or customer service experience. - Experience handling both phone and live chat support. - Excellent spoken and written English with clear, professional communication skills. - Strong computer skills and the ability to learn new software quickly. - Detail-oriented, dependable, and customer-focused. Requirements - Nice to Have: - Experience supporting SaaS or software products. - Experience using CRM or customer support platforms. - Experience working remotely. Benefits - 100% remote / home-based work. - Monthly salary: 40,000 PHP. - Collaborative and supportive team.

• Own the customer relationship from post-sale through renewal and expansion, serving as the primary point of accountability for customer engagement, health, and value realization • Lead the renewal motion directly, including early renewal conversations, value narrative development, commercial negotiation, pricing discussions, retention conversations, and standard renewal terms • Start renewal conversations early, build the case for value before it is needed, and keep renewal opportunities current in Salesforce with clear next steps, risk flags, stakeholder notes, and forecast details • Identify contraction risk before it reaches the renewal table by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities • Conduct business reviews on a tier-appropriate cadence, using customer goals, product usage, business outcomes, and account context to tell a clear value story • Identify expansion opportunities tied to real customer needs, including new teams, new use cases, add-ons, broader platform adoption, or lifecycle engagement opportunities • Bring specific expansion recommendations forward based on customer goals, usage patterns, and account context • Monitor account health regularly and use health signals, stakeholder context, product usage, and your own judgment to prioritize where to spend your time • Maintain strong stakeholder coverage across your book, including executive sponsors where appropriate, and rebuild relationships quickly when key contacts leave • Identify when a customer needs structured technical help, submit the right request to the Technical CSM or Support team, provide account context, and keep the relationship connected through the handoff • Surface product gaps, escalation themes, and broader customer patterns to Customer Experience leadership with data and clear recommendations • Use AI and automation thoughtfully to manage your book, prepare for customer conversations, synthesize account context, and create leverage in your day-to-day workflow

• Be the first point of contact for customers of a world-renowned consumer brand • Handle inquiries via phone, email, or chat in Spanish, providing top-tier service • Solve problems and ensure customer satisfaction with empathy and efficiency • Collaborate with internal teams to resolve issues quickly • Become a product expert through our 10-day paid training program

• Handle customer inquiries about pickups, deliveries, and shipment tracking (basic and complex) • Support billing, invoice, and claims requests with empathy and precision • Guide customers through account setup and onboarding steps • Assist with technical issues related to company systems • Address service feature questions, complaints, and pricing inquiries • Ensure all cases are managed in line with company procedures, quality standards, and performance KPIs