Customer Success Associate (Remote)

Mode Mobile, LLC; Manila; Remote; PHP 223,000 - 424,000; Full time

Benefits offered by this job

Remote-first

Competitive compensation

Equity plan for full-time

Bonuses (Bonus Program)

Team milestones & wellness

Bonusly recognition

No meetings Wednesdays

Open PTO & holidays

Job summary

Mode.Inc is seeking a Customer Service Associate to assist customers with product, app, and offers questions via email, chat, and social media. You will play a key role in customer retention with a friendly, proactive approach and maintain knowledge of our products and policies.

You will respond to inquiries, resolve issues, and elevate concerns as needed while upholding confidentiality and delivering high-quality service.

Qualifications

• 2+ years of customer service experience.
• Fluent in English; Spanish is a plus.
• Excellent verbal and written communication skills.
• Team player with a solutions-focused mindset.

Responsibilities

• Provide high-level, personalized support to customers via email, chat, and social media.
• Attend training sessions to grow knowledge of products, services, offers, policies.
• Identify customer needs and help customers find solutions to their unique scenarios.
• Resolve email, chat, and social media customer inquiries.
• Forward and elevate inquiries to relevant individuals and departments.
• Update customer information as required.
• Document customer interactions and compile necessary information.
• Establish rapport with customers using positive language and anticipating needs.
• Recommend new products, services or offers by highlighting features and benefits.
• Gather insights from inquiries to improve customer support processes.
• Maintain confidentiality of information.

Skills

Customer service

Communication

English

Spanish

G Suite

Zendesk

Tools

Zendesk

G Suite

Job description

Who We Are (Mode.Inc)

Mode is a fast-growing technology company building businesses at the intersection of AI, data, mobile apps, and digital experiences. Our portfolio of mobile apps and digital products reaches 100M+ monthly active users across a global audience. We continue to accelerate growth through product innovation, strategic acquisitions, and emerging business opportunities.

Who We Are (Mode.Inc) Mode is a fast-growing technology company building businesses at the intersection of AI, data, mobile apps, and digital experiences. Our portfolio of mobile apps and digital products reaches 100M+ monthly active users across a global audience. We continue to accelerate growth through product innovation, strategic acquisitions, and emerging business opportunities. Mode was recognized by Deloitte as the #1 fastest-growing software company in North America on the 2023 Technology Fast 500. Today, we are building our next phase of growth, including expanding Mode's AI and data business and developing direct relationships with companies that can benefit from the data and capabilities we have built.

Our Team and Culture Drive Our Success

Our team is the heart of our culture. We value innovation, collaboration, and curiosity, with a passion for getting things done. We strive to hire and cultivate the best team members and foster a culture of open communication and transparency. We are driven and hard-working but also committed to having fun along the way. We allow OKRs to guide us, assume positive intent, sometimes agree to disagree and commit, honor our commitments, seek to accomplish more with less, and encourage everyone to speak up as our team owns our company's success. You can read more about our team and how we work here.

The Role

We are looking for an outgoing Customer Service Associate to assist our customers with product/app/offers related inquiries in a swift, proficient, and friendly manner. The Customer Service Associate will be instrumental in customer retention by addressing their concerns and issues via email, chat, and social media, with a professional, positive approach. To ensure success in this position you will have the ability to maintain a sound knowledge of the product, app, and offers and be an effective communicator.

Who You Are and What You'll Do:

• Provide highest-level, personalized support to customers, responding to and resolving issues promptly and appropriately
• Attend training sessions to grow and maintain knowledge of products, services, offers, policies, and to develop customer service skills
• Identify customer needs, help customers find solutions to their unique scenarios
• Resolve email, chat, and social media customer inquiries
• Forward and elevate inquiries to relevant individuals and departments
• Update customer information as required
• Document customer interactions when necessary, compile documents and forward information to interested parties
• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Recommend new products, services or offers to the customers by identifying relevant features and benefits
• Gather insights from customer inquiries and use them to work with superiors to improve customer support and customer satisfaction processes
• Maintain confidentiality of information Perform other duties as the need arises

What You Bring to the Team:

• You have 2+ years of customer service experience, preferably in a related field.
• You have outstanding communication skills, both verbal and written.
• You are fluent in English, Spanish is a plus.
• You have a strong working knowledge of G suite Products (Google Docs, Sheets, etc.).
• Experience with Customer Service Platforms like Zendesk.
• You have strong people skills, you are motivated to help people.
• You focus on solutions instead of problems.
• You are a team player, willing to jump in where and when needed.
• Alignment with our core values:
• Accountable: You take ownership of your responsibilities, demonstrating trustworthiness and self-discipline. You are consistent in your work, transparent in your actions, and communicate effectively. You follow through on commitments and strive for continuous improvement.
• Action-driven: Identify what is most important, agree on scope, execute in a timely manner, and drive the greatest impact. You take initiative, roll up your sleeves, and get things done.
• Caring: You genuinely care about yourself and others, our business and craft, our mission and vision, and are passionate in heart and mind. You understand the importance of our team and strive to create a positive, supportive work environment.
• Curious: You focus on the 'why,' learn and expand your knowledge, explore new ideas, and generally make things better. You're a lifelong learner with a thirst for knowledge and a constant desire to improve.
• Thorough: Your work is thoughtful, impactful, timely, accurate, and complete. You pay attention to detail, are meticulous, and ensure quality work and compliance.

We Believe In The Following Workplace Norms

• Allow OKRs to Guide Us
• Assume Positive Intent
• Agree to Disagree & Commit
• Set New Precedents
• Accomplish More with Less
• Hold Yourself & Others to High Standards
• Speak Up
• Be Resourceful
• Follow the 80/20 Rule

What We Are Offering

• We are a 100% remote-first, global company.
• A competitive compensation package.
• We offer generous perks & benefits to team members.
• Participation in the Company's equity plan (for full-time team members).
• We provide individual bonuses in accordance with our Company Bonus Program.
• Work with energetic, passionate, and results-driven people.
• Celebrate team members' personal and work milestones.
• Remote social activities, including virtual coffee buddies.
• Bonusly - We use Bonusly as a way to recognize and reward team members for their hard work and commitment.
• Weekly Wednesday Get Stuff Done Days (No Meetings).
• Open PTO, generous Company Holidays, and Wellness Days (for full-time team members).

If we just described you and your perfect role, we'd love to talk with you. We have a lot to accomplish this year and look forward to making headway and creating success together!

Mode.Inc does not accept/pay fees for unsolicited resumes from third-party agencies/vendors.

Our company is an Equal Employment Opportunity (EEO) employer. We are committed to providing a work environment free of discrimination and harassment. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We celebrate diversity and strive to create an inclusive environment for all team members.