Customer Success Specialist

Join Our Elite Remote Customer Success Team (Philippines)

Are you passionate about technology, and delivering exceptional customer experiences?

Do you enjoy solving problems, communicating with people, and using AI tools to work smarter? If you're a customer support professional looking to build a rewarding international career, we want to hear from you.

Our firm is building a high-performing Filipino Customer Success team that combines customer care, data analytics, AI, and business growth. This is more than a traditional customer service role, you'll play a key part in improving customer experience, increasing customer retention, and driving business success.

We are especially looking for talented professionals based in the Philippines who have experience supporting customers in the entertainment or digital services industry.

What You'll Do

As a Customer Success Specialist, you will:

• Deliver exceptional customer support through live chats and email.

• Assist customers professionally while maintaining high customer satisfaction.

• Build positive customer relationships and provide accurate, timely solutions.

• Reactivate inactive customers through chats, and promotional campaigns.

• Identify upselling opportunities while maintaining a customer-first approach.

• Analyze customer interactions and identify trends that improve service quality and operational performance.

• Monitor and achieve key performance metrics such as CSAT, First Response Time (FRT), Resolution Rate, Customer Retention, Reactivation, and Sales Conversion.

• Leverage AI tools and automation platforms to improve productivity, response quality, and decision-making.

• Create and improve response templates, SOPs, workflows, and knowledge resources.

• Collaborate with Product, Operations, Marketing, Risk, and Payment teams to resolve customer issues efficiently.

• Contribute ideas that improve customer experience, operational efficiency, and business performance.

• Continuously develop your skills in AI, customer psychology, analytics, and consultative selling.

Leadership Growth Opportunities

High performers will have opportunities to:

• Become a Subject Matter Expert (SME).

• Coach and mentor new team members.

• Support Team Leaders with queue management and workflow optimization.

• Handle complex customer escalations.

• Participate in automation and AI improvement projects.

• Lead process improvement initiatives.

• Progress into Senior Specialist, Team Lead, or Operations Management roles.

We're Looking For

Required Qualifications

• Minimum 2 years of Customer Support, Customer Service, Customer Success, or Contact Center experience.

• Experience supporting customers in digital entertainment, SaaS, fintech, or other fast-paced digital industries is highly preferred.

• Excellent English communication skills, both written and spoken.

• Confident communicating through live chat, email, and phone.

• Comfortable working on a 24/7 rotating shift schedule, including weekends and public holidays.

• Strong problem-solving, critical thinking, and decision-making skills.

• Highly disciplined, dependable, and results oriented.

• Able to multitask in a fast-paced environment while maintaining service quality.

• Positive attitude with a strong willingness to learn and adapt to new technologies.

Preferred Skills

Candidates with any of the following will have an advantage:

• Experience using CRM platforms such as Zendesk, Freshdesk, Intercom, Salesforce, Playcom, Freshsales or similar systems.

• Familiarity with AI-powered support tools such as ChatGPT, Zendesk AI, or automation platforms.

• Knowledge of customer retention, customer lifecycle management, and sales conversion.

• Strong analytical skills with experience interpreting KPIs and customer data.

• Advanced Excel or Google Sheets skills for reporting and dashboard creation.

• Experience with workflow automation or process improvement.

• Ability to identify trends and transform operational data into actionable business insights.

• Understanding of customer experience (CX) best practices and quality assurance.

• Typing speed of 37wpm with 95% typing accuracy.

We believe great people deserve great opportunities.

When you join us, you'll enjoy:

• Competitive monthly salary of PHP50,000 – PHP60,000

• Career growth opportunities into Senior Specialist, Team Lead, and Operations roles

• Hands-on experience with AI tools, automation, analytics, and modern customer success strategies

• Continuous learning, coaching, and professional development

• Exposure to international customers and digital business operations

• A collaborative, high-performance culture that values innovation and ownership

• Recognition and rewards for outstanding performance and contributions

Required Tools:

• Stable internet connection

• Comfortable workstation

• Multiple monitors and laptops to liaise with multiple clients at the same time.

Ready to Level Up Your Career?

If you're a customer support professional from the Philippines with excellent English skills, a passion for digital and technology, and the drive to grow in an AI-powered customer success environment, we'd love to meet you.

Click Apply Now!