Client Success Lead – Production & Support

Netbank; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Netbank is seeking a Client Success Officer (Production) in the Philippines to support client inquiries, manage onboarding issues, and address post-implementation concerns through a Level 1 Ticketing System. You will ensure tickets are created with complete details and maintain thorough records in Hubspot.

The role requires strong communication, timely responses, and diligent escalation to Product, Sales, or Level 2 Support as needed.

Qualifications

• Proficient in handling client inquiries and issues via a ticketing system.
• Experience with Hubspot Service Module preferred.
• Strong communication and problem-solving abilities.

Responsibilities

• Receive all client messages and ensure tickets are created with complete details in the Level 1 Ticketing System (Hubspot).
• Provide timely and accurate responses and log conversations in Hubspot.
• Escalate tickets to Product/Sales or Level 2 Support as appropriate.
• Refer to a Support Playbook to identify resolutions within Level 1.
• Create notes in Hubspot to log important details and developments.
• Monitor ticket aging and follow up with Level 2 as needed.
• Relay updates to clients via Partner Dashboard and Email.
• Participate in service reviews and update the knowledgebase.

Skills

Hubspot Service Module

Ticketing system

Customer support

Communication

Escalation procedures

Tools

Hubspot

Job description

Netbank is seeking a Client Success Officer (Production) in the Philippines to support client inquiries, manage onboarding issues, and address post-implementation concerns through a Level 1 Ticketing System. You will ensure tickets are created with complete details and maintain thorough records in Hubspot.

The role requires strong communication, timely responses, and diligent escalation to Product, Sales, or Level 2 Support as needed.