Customer Success (Service) Associate

MicroSourcing International; Philippines; Remote; PHP 480,000 - 640,000; Full time

Benefits offered by this job

Healthcare from day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Success Associate to provide multi-channel support to Australian customers, including after-hours coverage. You will diagnose hardware and software issues, assist with account configurations, and work with onshore teams during escalations.

A SME on product functionality, you’ll drive support best practices and share CX feedback with Product and Engineering. Work from home with shifting schedules, offering healthcare from day one, bonuses, and opportunities for

Qualifications

• 2+ years in customer support or customer success.
• Experience in call center operations and multi-channel support using contact center tools (e.g., AWS Connect).
• Strong technical troubleshooting for hardware, software, and digital tools; excellent written and verbal communication.
• Empathetic, customer-centric mindset with problem-solving and adaptability.
• Ability to work autonomously during out-of-hours shifts with onshore Australian teams.

Responsibilities

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

Skills

Customer support experience

Technical troubleshooting

Communication skills

Autonomy for off-hours

Tools

AWS Connect

Contact center software

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

As a Customer Success Associate, you will:

• 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/