Customer Success Consultant

Emapta Global; Makati; Hybride; PHP 446 000 - 893 000; Plein temps

Avantages offerts par ce poste

Day 1 HMO coverage with dependent

Competitive salary package

Hybrid work setup (2 days in office, 3

Access to Emapta Academy courses

Gym access and fitness trainer

Employee referral incentives

Résumé du poste

Emapta Philippines is hiring a Customer Success Consultant to deliver expert SaaS technical support and guidance for an Australian HR technology leader. You will assist with platform adoption, guide international hiring operations, and contribute to high customer satisfaction in a hybrid environment.

Responsibilities include technical support, case management, and collaboration with Sales, CS, and Product teams to drive account growth.

Qualifications

• 2+ years in Customer Success, Support, Product Support, Account Management, or similar client-facing role
• Experience with HR technology, recruitment tech, ATS, HRIS, or SaaS platforms
• Strong understanding of recruitment workflows, candidate journeys, and hiring processes
• Experience handling inquiries, support cases, and ticketing systems
• Excellent written and verbal communication; can explain technical concepts to nontechnical users
• Proficiency in CRM or ticketing platforms such as Salesforce, HubSpot, Zendesk
• Proactive, customer-focused, solutions-oriented approach to resolving issues

Responsabilités

• Serve as the primary technical contact for candidates, referees, and client platform users across the HR technology product suite
• Provide clear, step-by-step technical guidance to resolve login errors, workflow issues, survey concerns, and platform functionality problems
• Resolve customer support cases promptly and meet two-hour SLA targets
• Collaborate with Customer Success Consultants across international offices to maintain a 24-hour global support network
• Take ownership of complex inquiries and client complaints to ensure timely resolutions
• Investigate issues and escalate unresolved cases to Level 3 Development, Sales, or Leadership with complete documentation
• Monitor support ticket volumes to identify recurring issues and opportunities for product improvement
• Educate clients on platform functionality and best practices to strengthen adoption and confidence
• Maintain accurate client records in Salesforce and support contract renewals and expansions

Connaissances

Customer Success experience

CRM systems

SaaS platforms

HR tech experience

ATS familiarity

Outils

Salesforce

HubSpot

Zendesk

Description du poste

Transform Global Customer Experiences Through Innovative HR Technology Support Solutions

Our client is an Australian HR technology company specializing in automated reference checks, background screening, employee engagement surveys, and talent intelligence solutions. They provide a cloud-based platform that helps organizations streamline recruitment, verify candidate credentials, and make confident hiring decisions. Through their Trust Marketplace, Applicant Tracking System integrations, and advanced automation, they simplify recruitment workflows and enhance workforce management. Their innovative solutions empower businesses worldwide to reduce hiring risks, improve candidate experiences, strengthen employee retention, and build trusted, high-performing teams across industries.

About the Role

Make every customer interaction count in the world of global recruitment. Join Emapta as a Customer Success Consultant and deliver expert SaaS technical support, client assistance, and platform guidance for an Australian HR technology leader. Strengthen customer satisfaction, improve product adoption, and support international hiring operations while enjoying hybrid flexibility, professional mentorship, global exposure, and long-term career growth with Emapta.

Job Overview

• Employment Type: Full-time
• Work Setup: Hybrid, PNB Building, Makati (2 days in the office and 3 days at home)
• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift Schedule
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Qualifications & Requirements

Qualifications & Requirements

• At least 2 years of experience in Customer Success, Customer Support, Product Support, Account Management, or a similar client-facing role
• Experience with HR technology, recruitment technology, Applicant Tracking Systems (ATS), job boards, Human Resource Information Systems (HRIS), or similar SaaS platforms
• Strong understanding of recruitment workflows, candidate journeys, and hiring processes
• Experience in handling customer inquiries, managing support cases, and resolving platform-related issues through ticketing systems
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to nontechnical users
• Strong problem-solving, stakeholder management, and customer service skills
• Proficiency in Customer Relationship Management (CRM) or ticketing platforms such as Salesforce, HubSpot, Zendesk, or similar tools
• Proactive, customer-focused, and solutions-oriented approach to resolving issues and improving customer experiences

Customer-Centric Focus & Empathy

• Strong commitment to delivering exceptional customer service, building trust, and maintaining positive client relationships
• Patience, active listening skills, and empathy when addressing sensitive customer inquiries and resolving high-priority complaints
• Proactive, solutions-oriented mindset to address user challenges, improve customer satisfaction, and foster long-term loyalty

Advanced Communication & Interpersonal Skills

• Excellent written and verbal communication skills across live chat, email, ticketing systems, and phone support
• Ability to explain complex technical issues and troubleshooting procedures clearly to candidates, referees, and nontechnical clients
• Professional communication skills and composure under pressure when interacting with global teams and external stakeholders

Product Expertise & Strategic Business Acumen

• Ability to develop in-depth product knowledge across HR technology platforms, including Engage, Trust Marketplace, and third‑party integrations
• Strong understanding of how technical support, product education, and feature adoption contribute to customer satisfaction, platform utilization, and account growth
• Commercial awareness to identify account expansion opportunities, customer churn risks, and potential sales leads from client contacts who transition to new organizations

Technical Proficiency & Operational Rigor

• Proficiency in Customer Relationship Management (CRM) and ticket management platforms, such as Salesforce, with strong attention to accurate case documentation, ticket categorization, and account records
• Strong analytical and technical troubleshooting skills to identify system defects, determine root causes, and document issues for Development team escalations
• Excellent time management and organizational skills to prioritize support queues and consistently meet two-hour Service Level Agreement (SLA) resolution targets

Teamwork

• Strong collaboration skills to coordinate with Sales, Customer Success, and Product teams and align customer support insights with business growth objectives
• Adaptability to evolving technology platforms, internal processes, and changing client requirements

Nice to Have

• Experience with reference checks, background screening, or recruitment software
• Customer Success or Account Management experience within a Software-as-a-Service (SaaS) environment
• Experience in conducting client onboarding, user training, or platform education sessions
• Hands-on experience with Salesforce

Your Daily Tasks

Technical Support & Case Management

• Serve as the primary technical contact for candidates, referees, and client platform users across the HR technology product suite, including Engage, Trust Marketplace, and integrated platforms.
• Provide clear, step-by-step technical guidance to resolve login errors, workflow issues, survey concerns, and platform functionality problems.
• Resolve customer support cases promptly and consistently meet the two-hour Service Level Agreement (SLA) resolution target.
• Collaborate with Customer Success Consultants across international offices to maintain a seamless 24-hour global support network.
• Take ownership of complex customer inquiries, sensitive user concerns, and client complaints to ensure timely and effective resolutions.
• Investigate technical issues thoroughly and elevate unresolved cases to Level 3 Development, Sales, or Leadership teams with complete case documentation.

Product Development & Feedback

• Monitor support ticket volumes to identify recurring system defects, platform performance issues, and customer experience challenges.
• Analyze frontline support insights and customer feedback to develop actionable recommendations for Product, Engineering, and Sales teams.

Client Adoption & Growth Support

• Educate candidates, referees, and client users on platform functionality, product features, and best practices to strengthen product adoption and customer confidence.
• Promote feature utilization, maximize profile consumption, and improve overall account activity through proactive product education.
• Maintain accurate, up-to-date client records in Salesforce, including case notes, interaction histories, user profile updates, and escalation logs.
• Collaborate with Sales and Account Management teams to support smooth contract renewals and maintain strong customer relationships.
• Track client contacts, key decision-makers, and platform champions who transition to new organizations to identify qualified sales leads and account expansion opportunities.
• Refer potential commercial opportunities to Sales teams to support customer acquisition and business growth.

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.