APAC Customer Success & Onboarding Specialist

Motion Ventures; Philippines; Remote; PHP 400,000 - 800,000; Full time

Job summary

Tilla is seeking a Customer Success Associate to focus on onboarding and supporting APAC customers from the Philippines. You will run onboarding sessions, assist pilots, and ensure early adoption while keeping a strong customer-first approach.

You will create helpful self-service content and resolve day-to-day issues across live chat and email. Ideal candidates have 2–4 years in customer support or success within B2B SaaS, with excellent English and a knack for troubleshooting.

Qualifications

• Experience running user onboardings and trainings for business customers.
• Proven ability to turn onboarding questions into clear self-service content.
• Strong written and spoken English for diverse customer base.
• Experience in B2B SaaS and cross-functional collaboration.

Responsibilities

• Run onboarding sessions and user calls for new APAC accounts, mainly remotely.
• Support pilots and drive early adoption, following up with users.
• Create help-center articles and onboarding materials.
• Triage and resolve support requests during APAC hours.
• Diagnose issues and perform operational setup in internal tools.
• Escalate bugs with reproduction steps and keep customers informed.
• Coordinate with CS and travel partners on cross-team issues.
• Share customer sentiment and update knowledge bases.

Skills

Onboarding sessions

Customer onboarding

Technical troubleshooting

English communication

Queue management

Cross-timezone coordination

B2B SaaS experience

High customer empathy

Tools

Ticketing tools

Job description

Tilla is seeking a Customer Success Associate to focus on onboarding and supporting APAC customers from the Philippines. You will run onboarding sessions, assist pilots, and ensure early adoption while keeping a strong customer-first approach.

You will create helpful self-service content and resolve day-to-day issues across live chat and email. Ideal candidates have 2–4 years in customer support or success within B2B SaaS, with excellent English and a knack for troubleshooting.