Client Services Representative

Outsourcey; Taguig; On-site; PHP 900,000 - 1,150,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

BPO experience valued

Job summary

Outsourcey in the Philippines is seeking a Senior Client Success Representative to oversee high-touch support for North American, EMEA and APAC clients. You will manage the support queue health, train junior agents, and coordinate across shifts to meet SLA during US hours.

You will lead proactive maintenance projects, review data in Excel/JSON/CSV and collaborate with Professional Services on feature rollouts. Competitive salary and clear career growth await.

Qualifications

• 5+ years of direct customer support experience.
• 1+ year of customer support leadership experience.
• Experience in a US-facing or offshore/BPO support role is a plus.
• Experience with software user-facing roles and technical support.
• Strong navigation of MS Office; comfort with databases, OS, networking.
• Ability to troubleshoot technical issues at an expert level and review configurations.
• Data reconciliation across Excel, JSON, CSV, and API data sources.

Responsibilities

• Health monitoring of the overall support queue to meet SLA during US hours.
• Point person for Client Success Partners and cross-team coordination.
• SLA+ accounts management for faster service levels.
• Handle assignments with sales impact and identify major users.
• Lead internal discussions and train junior team members.
• Prioritize sensitive clients and coordinate across shifts/time zones.
• Act as main trainer for policy adherence and processes.
• Monitor and drive proactive maintenance projects across accounts.
• Oversee small to large user projects and ensure timely completion and invoicing.
• Manage import setups (email rules, Files.com automation, FTP/SFTP).
• Lead improvements to XSLT stylesheets and standardization.
• Collaborate with Professional Services for new feature rollouts.

Skills

Strong English communication

Leadership & mentoring

US-time zone experience

Customer support experience

Technical troubleshooting

Data analysis (Excel/JSON/CSV)

Microsoft Office proficiency

BPO experience

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

REQUIREMENTS

• 5+ years of direct customer support experience
• 1+ year(s) of customer support leadership experience
• Prior experience in a U.S.-facing or offshore/BPO support role is a plus
• Experience with software user-facing roles
• Experience with software user technical support
• Computer skills related to general navigation confidence, Microsoft Office Suite
• Experience with database software, operating systems, networking, and hosted solutions
• Ability to troubleshoot technical issues at an expert level
• Configuration settings review and troubleshooting
• Data review and reconciliation of Excel, JSON, CSV, and general API data sources

Skills

• Professional demeanor with clear, fluent English communication skills (written and verbal), suitable for direct phone and email interaction with North American, EMEA and APAC clients
• Self-starter with attention to detail and ability to follow up consistently and independently
• Ability to work independently, prioritize, and multi-task
• Lead junior Client Success Representatives on policy and adherence, including across shifts and time zones
• Comfortable adapting to a schedule set by U.S. time zones, including evening, overnight, and occasional weekend shifts
• Experience with software user-facing roles
• Experience with software user technical support
• Computer skills related to general navigation confidence, Microsoft Office Suite
• Experience with database software, operating systems, networking, and hosted solutions
• Ability to troubleshoot technical issues at an expert level
• Configuration settings review and troubleshooting
• Data review and reconciliation of Excel, JSON, CSV, and general API data sources

Primarily the Senior Client Success Representative tracks the health of the overall support queue to make sure our Users are responded to and assisted fully within our defined SLA — including during U.S. business hours outside of the Philippines' standard workday.

• Point person for Client Success Partners
• SLA+ Accounts – paid tier of faster service level
• Assignments (sales-impact)
• Identify major support users
• Discuss during internal Support team meetings
• Main trainer
• Prioritizes sensitive clients

PROACTIVE MAINTENANCE

Aside from the ongoing support queue, This role often contributes to individual Account or full product suite initiatives ranging from new feature rollout, legacy setup review and updating, and/or User cleanup. These are proactive projects meant to reduce the overall incoming support case volume by putting solutions in for root cause issues and old configuration.

• Monitor small User projects
• Handles mid-level User projects
• Organizes and drives large-scale User projects
• Ensure projects are completed in a timely manner and the work is invoiced
• Handles import setup (email rules, Files.com automation, setup FTP/SFTP clients)
• XSLT stylesheet improvement and standardization
• Works with Professional Services for new feature rollouts to existing Users

Benefits:

Competitive salary Opportunity to shape the HR function of a rapidly growing BPO.

Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.