Customer Success Manager

tawk.to; Philippines; Remote; PHP 700,000 - 1,000,000; Full time

Job summary

A leading technology company in the Philippines is seeking a Remote Customer Support Specialist. The role involves providing top-notch support through various channels and requires fluency in English, strong problem-solving skills, and a minimum of 12 years of experience in customer service. This is a full-time position offering the opportunity to work independently in a remote setting.

Qualifications

• 12+ years of experience in customer support or service role.
• C2-level English proficiency is a must.
• Previous remote work experience preferred.

Responsibilities

• Respond to customer inquiries via email, chat, and phone.
• Document all interactions in the support system.
• Contribute to knowledge base articles.

Skills

Fluent English communication

Problem-solving skills

Time management

Tech-savvy

Multitasking

Tools

Zendesk

Freshdesk

Intercom

Job description

We are seeking a dedicated and highly skilled Remote Customer Support Specialist to join our growing team. In this role, you will serve as the first point of contact for our customers, delivering timely, accurate, and professional support across multiple channels (email, chat, phone). Your ability to communicate effectively in fluent English (written and spoken) and your commitment to excellent service will be critical to our customer experience.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Identify customer needs and help them resolve issues with products or services.
• Document all interactions clearly and accurately in our support system.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain a high level of product knowledge to provide informed assistance.
• Follow up with customers to ensure their issues are resolved to their satisfaction.
• Contribute to knowledge base articles and internal documentation.
• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.

English Test Instructions (Required Step)

• Take this test. You will have 30 minutes. Please do your best, as you will only be allowed to take it once.
• Take a screenshot showing your results.
• Enter your score and send your screenshot to me together with your video introduction and resume.

Preferred Qualifications

• Experience in SaaS, E-commerce, BPO
• Familiarity with CRM systems and ticketing software.
• Previous remote work experience.
• Excellent written and spoken English communication skills (mandatory).
• Must pass a C2-level English proficiency test (equivalent to CEFR C2, native‑like fluency).
• Proven experience in a customer support or customer service role (minimum 12 years).
• Strong problem‑solving skills with the ability to remain calm under pressure.
• Tech‑savvy and comfortable working with support tools such as Zendesk, Freshdesk, Intercom, or similar platforms.
• Ability to multitask and manage time effectively in a fast‑paced environment.
• Reliable internet connection and a quiet workspace suitable for remote work.
• Self‑motivated, detail‑oriented, and capable of working independently.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT Consulting