Customer Success Associate (Remote)

Outsource Access, Inc.; Cagayan de Oro; Remote; PHP 360,000 - 480,000; Full time

Job summary

Outsource Access, Inc. is seeking a remote customer support specialist for a parenting technology platform. You will engage with parents, resolve issues, and communicate complex app details in simple terms to maintain a positive experience for users.

You will document recurring questions into FAQs, participate in beta testing, and collaborate with Software Engineering to ensure timely updates and clear customer communication.

Responsibilities

• The Voice of Calm: You are the primary touchpoint for parents, handling sensitive or frustrated interactions with patience and care.
• The Problem Solver: You troubleshoot login errors, account access problems, and billing inquiries, diagnosing the root cause yourself whenever possible.
• The Knowledge Bridge: You translate technical app limitations and functionalities into clear, simple language for non-technical users and escalate to internal teams when needed.
• The Insight Generator: You convert recurring questions into clear FAQ articles and assist in beta testing, collecting issue reports and feedback to help the product evolve.

Tools

Zendesk

Jira

Job description

This is a remote position.

What We Do

At Outsource Access, we help over 5 million families unlock the everyday magic of parenthood through our partner client, a leading parenting technology company. We don't just answer support tickets—we make sure every parent feels taken care of by combining real pediatric expertise with data science to guide them through their unique journey.

How You’ll Make a Difference

• The Voice of Calm: You are the primary touchpoint for parents, handling sensitive or frustrated interactions with patience and care. You ensure that every inquiry is responded to in a timely, empathetic, and accurate manner, creating a positive experience even during stressful moments.

• The Problem Solver: You don’t just log issues; you resolve them. Using tools like Zendesk and Jira, you troubleshoot login errors, account access problems, and billing inquiries, diagnosing the root cause yourself whenever possible.

• The Knowledge Bridge: You translate technical app limitations and functionalities into clear, simple language that non-technical users can easily understand. When issues are complex, you elevate them to internal teams like Software Engineering while keeping the customer fully informed of the status.

• The Insight Generator: You actively improve the support ecosystem by converting recurring questions into clear FAQ articles and flagging common bugs. You also assist in beta testing, collecting critical issue reports and feedback to help the product evolve.