Customer Success Representative (CSR)

Socket.dev; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

Socket.dev is seeking a Customer Success Representative (CSR) to serve as the primary contact for customer inquiries across email, chat, phone, and tickets. You will deliver timely, accurate support and maintain clear documentation throughout the customer journey.

The ideal candidate has 2+ years in Customer Support/CS/Client Services, with strong English communication and the ability to thrive in a fast-paced, metrics-driven environment.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 2+ years in Customer Support, Customer Success, Client Services, or Account Coordination; B2B experience preferred.
• Excellent English communication, written and verbal.
• Comfortable working in a fast-paced, metrics-driven environment.

Responsibilities

• Respond to customer inquiries through email, chat, phone, ticketing systems, and other channels.
• Provide prompt, professional, and solution-oriented customer support.
• Own assigned tickets from receipt through resolution, documenting issues and updates.
• Escalate complex concerns to the appropriate internal teams when necessary.
• Monitor open cases and proactively follow up until resolution, ensuring SLAs are met.

Skills

Customer support

Customer success

B2B experience

English communication

Metrics-driven environment

Education

Bachelor's degree or equivalent

Job description

Company Description

Wing connects the world's best talent with winning teams, high-growth businesses, startups, executives, and enterprises that move fast and refuse to settle. We provide top-tier remote talent that takes ownership of the operational work weighing teams down, so leaders can focus on the strategic work that actually moves the business forward.

By embedding skilled, cost-effective operators into our clients' workflows, we help companies scale without the overhead, driving productivity, sharpening execution, and unlocking capacity at every level of the organization. We're digitizing talent and building a global workforce without borders.

About the Role

The Customer Success Representative (CSR) serves as the primary point of contact for customer inquiries, requests, and concerns. This role is responsible for delivering timely, accurate, and professional support while ensuring every customer receives a seamless experience throughout their journey with the company.

The CSR manages customer communications across multiple channels, resolves standard issues independently, coordinates with internal departments when necessary, and maintains accurate documentation of all interactions. The role focuses on responsiveness, issue resolution, customer satisfaction, and operational excellence.

What You'll Own

Customer Support

• Respond to customer inquiries through email, chat, phone, ticketing systems, and other communication channels.
• Provide prompt, professional, and solution-oriented customer support.
• Resolve customer concerns while maintaining a high level of empathy and ownership.
• Ensure all customer interactions meet established service level agreements (SLAs).

Ticket Management

• Own assigned tickets from receipt through resolution.
• Accurately categorize, prioritize, and document customer issues.
• Escalate complex concerns to the appropriate internal teams when necessary.
• Monitor open cases and proactively follow up until resolution.
• Ensure customers receive regular status updates throughout the resolution process.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 2+ years of experience in Customer Support, Customer Success, Client Services, or Account Coordination. Experience supporting B2B customers is preferred.
• Excellent English communication skills, both written and verbal.
• Comfortable working in a fast-paced, metrics-driven environment.