Customer Support (B2B Customer Success) Specialist

Who we are:

Stable. Supportive. Success-driven. eFlexervices is a premier BPO company with a 24-year track record of excellence. We don't just fill seats; we invest in human potential. We are dedicated to finding the perfect fit for your skills and helping you optimize your career performance. If you're looking for a company that values exceptional quality and operates on a foundation of trust, you belong at eFlex.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring Customer Support – we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters.

Summary

As a Customer Support , you are the heartbeat of our client’s customer experience. You serve as the vital link between our e-commerce merchant partners and our technical teams. Your mission is to ensure every customer feels heard, supported, and confident in our platform.

You aren't just answering messages; you are a master of momentum. By managing high-speed communication in Slack, meticulously tracking progress in Jira, and facilitating seamless onboarding, you ensure that no merchant ever feels lost in the shuffle. If you thrive in fast-paced environments, love bringing order to chaos, and take pride in being the most reliable person in the room, this role is for you.

What you’ll be doing:

High-Velocity Customer Communication

• Act as the First Line of Response: Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary).
• Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response.
• Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone.

Incident Management & Triage

• End-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area ( Edge Delivery / Protect / ID ), severity, and reproduction steps.
• Intelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business day.
• Ownership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks."

Onboarding & Implementation Support

• Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordination.
• Technical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams.
• Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule.

Reporting & Operational Health

• Daily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasks.
• Weekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concerns.
• CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibility.

Qualifications and Requirements:

Experience & Education

• 2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment.
• Proven track record of managing high-volume communication (Slack-heavy workflows are a plus).

Technical Proficiencies

• Ticketing & CRM: Proficient experience in using Jira and HubSpot .
• Collaboration Tools: Expert-level familiarity with Slack and Google Workspace .
• Technical Literacy: Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers.

Core Competencies

• Hyper-Responsiveness: A "speed-to-lead" mindset with the ability to maintain a 5-minute response time without sacrificing quality.
• Proactive Organization: An "inbox zero" mentality and the instinct to follow up on stalled tasks before they become problems.
• Communication Excellence: Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages.
• Triage Skills: The ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2).

Benefits and Perks:

At eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
• Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
• Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
• Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.

Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!