Customer Success & Support Architect

Ikigai Infotech LLP; Hinoba-an; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Performance-linked incentives

Annual learning budget (courses, tools

Health insurance allowance

Annual offsite retreat

Fast-track growth to Senior CSE

Job summary

TrulyInbox is seeking a Customer Support & Success Executive to treat support as strategy. You’ll be the frontline for customers, resolve issues swiftly, and collect signals to shape the product. You’ll turn satisfied users into advocates and expansion revenue.

In this role, you will handle inbound requests, build a knowledge base, and track CSAT/NPS. You’ll collaborate with Engineering/Product and drive callbacks for churn reduction and growth.

Qualifications

• 1–3 years in customer support, customer success, or account management in a SaaS company.
• Excellent written communication across technical explanations, escalations, and insight reports.
• Naturally organized with strong follow-through on tickets, feedback documentation, and follow-ups.
• You think in patterns—when multiple customers raise the same issue, you flag it and push for a fix.

Responsibilities

• Handle inbound support requests across email, chat, and all active support channels.
• Resolve customer issues quickly and confirm every ticket is genuinely closed.
• Identify recurring issues and elevate them as systemic bugs with evidence.
• Build and maintain a knowledge base to reduce repeat queries and enable self-service.
• Track and improve response time, resolution time, and CSAT per ticket.
• Collect NPS and CSAT scores and run exit interviews with churned customers.
• Synthesise feedback into actionable insights for Product and leadership.
• Identify top churn reasons monthly and surface customer language for Marketing.
• Identify customers ready to expand and pass to Sales with context.
• Develop case studies and testimonials in partnership with Marketing.

Skills

Written communication

Organization

Pattern recognition

Support tools

Tools

Intercom

Freshdesk

Zendesk

Job description

TrulyInbox is seeking a Customer Support & Success Executive to treat support as strategy. You’ll be the frontline for customers, resolve issues swiftly, and collect signals to shape the product. You’ll turn satisfied users into advocates and expansion revenue.

In this role, you will handle inbound requests, build a knowledge base, and track CSAT/NPS. You’ll collaborate with Engineering/Product and drive callbacks for churn reduction and growth.