Customer Success Service Associate

MicroSourcing International; Manila; Remote; PHP 391,000 - 670,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Flexible work arrangements

Work from Home

Career growth opportunities

Job summary

MicroSourcing is seeking a Customer Success Associate to deliver multi-channel support to Australian business customers from a remote setup with shifting hours.

You will troubleshoot hardware and software issues, assist with account configurations, and coordinate with onshore teams to ensure smooth handovers during shifts.

As part of a diverse team, you will identify CX/UX improvements, share feedback with Product and Engineering, and help drive best practices in customer care.

Qualifications

• 2+ years of industry experience in customer support or customer success roles.
• First‑hand experience in call center operations and multi‑channel support environments using contact center tools (e.g., AWS Connect or similar platforms).
• Strong technical troubleshooting ability for hardware, software, and digital tools with excellent written and verbal communication.
• Empathetic, customer‑centric mindset with strong problem‑solving and adaptability in fast‑paced environments.
• Ability to work autonomously during out‑of‑hours shifts while coordinating with onshore Australian teams.

Responsibilities

• Deliver multi-channel support (phone and email) to Australian business customers operating outside of standard business hours.
• Resolve technical issues covering hardware, software, account configuration, and hardware fulfillment supply chain processes.
• Escalate urgent operational, risk, compliance, finance, and engineering defect tickets to onshore teams while executing seamless shift handovers.
• Master product functionality as a subject matter expert to establish support best practices and assist team members.
• Identify customer trends, CX/UX improvements, and feature feedback to collaborate with Product and Engineering teams.

Skills

2+ years exp

Call center ops

Multi-channel support

Tech troubleshooting

Strong comms

Customer-centric

Out-of-hours autonomy

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position

Customer Success Associate

Work setup & shift

Work from Home | Shifting

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Deliver multi-channel support (phone and email) to Australian business customers operating outside of standard business hours.
• Resolve technical issues covering hardware, software, account configuration, and hardware fulfillment supply chain processes.
• Escalate urgent operational, risk, compliance, finance, and engineering defect tickets to onshore teams while executing seamless shift handovers.
• Master product functionality as a subject matter expert to establish support best practices and assist team members.
• Identify customer trends, CX/UX improvements, and feature feedback to collaborate with Product and Engineering teams.

What You Need

Non-negotiables

• 2+ years of industry experience in customer support or customer success roles.
• First‑hand experience in call center operations and multi‑channel support environments using contact center tools (e.g., AWS Connect or similar platforms).
• Strong technical troubleshooting ability for hardware, software, and digital tools combined with exceptional written and verbal communication skills.
• Empathetic, customer‑centric mindset with proven problem‑solving abilities and high adaptability in fast‑paced environments.
• Ability to work autonomously during out‑of‑hours shifts while maintaining strong collaborative links with onshore Australian teams.

Preferred Skills/expertise

• Experience supporting high‑growth tech platforms or financial products/services.
• Familiarity with call center capacity planning, operational KPIs, and core support metrics.
• Experience handling hardware fulfillment, logistics tracking, or supply chain support inquiries.
• Track record of providing CX/UX feedback and identifying web funnel or product usability defects.
• Experience collaborating with cross‑functional risk, compliance, and engineering teams.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply