Customer Success & Support Specialist

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

About TrulyInboxTrulyInbox is a fast-growing SaaS platform helping founders, SDRs, agencies, and outbound teams land in the inbox, not the spam folder. Through intelligent email warm-up and inbox management, we help thousands of teams protect their sender reputation and scale outbound reliably. With 1,200 to 1,500 new signups every month and customers ranging from solo founders to enterprise outbound teams, exceptional support and customer success isn't just a function here. It's a competitive advantage.

The RoleWe're looking for a Customer Support & Success Executive who sees support as strategy, not service. You'll be the front line for our customers, resolving issues fast, collecting signal that shapes the product, and turning satisfied users into advocates and expansion revenue.

Roles & Responsibilities

Support & Issue Resolution

• Handle inbound support requests across email, chat, and all active support channels
• Resolve customer issues quickly and follow up to confirm every ticket is genuinely closed
• Identify recurring issues and elevate them to Engineering or Product as systemic bugs with clear evidence
• Build and maintain a knowledge base that reduces repeat queries and enables customer self-service
• Track and improve response time, resolution time, and CSAT per ticket

Customer Feedback & Voice of Customer

• Collect NPS and CSAT scores at defined moments across the customer journey
• Run exit interviews with every churned customer to uncover the real reason behind cancellations
• Synthesise qualitative feedback into structured, actionable insights for Product and the founding team
• Identify and report the top 3 churn reasons each month with supporting evidence
• Surface customer language that Marketing can use in messaging, copy, and positioning

Expansion & Advocacy

• Identify customers ready to expand (more seats, higher plan, or add-ons) and pass them to Sales with full context
• Build and run a referral and advocacy programme for highly satisfied customers
• Develop case studies and testimonials from successful customer stories in partnership with Marketing
• Own the ongoing relationship with Scale and Enterprise accounts as they grow

Who You Are

• 1 to 3 years of experience in customer support, customer success, or account management at a SaaS company
• Excellent written communication across technical explanations, customer escalations, and insight reports
• Naturally organised 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, document it, and push for a fix
• Comfortable with support tools like Intercom, Freshdesk, Zendesk, or similar
• Bonus: Familiarity with cold email workflows, outbound sales tools, or email deliverability

What Success Looks Like in 90 Days

• First response time consistently under 4 hours across all channels
• A structured knowledge base is live and reducing repeat ticket volume
• NPS and CSAT collection is running at defined customer touchpoints
• First monthly churn report delivered to the founding team with evidence and recommendations
• At least one customer identified and passed to Sales as expansion-ready
• A shortlist of satisfied customers identified for the advocacy programme

Why TrulyInbox

• Real Ownership - You won't be managing a queue. You'll own the entire post-signup customer relationship with a direct line to the founder and product team.
• Your Feedback Ships - Insights from your customer conversations directly influence what gets built, fixed, and prioritised.
• Room to Grow - Clear path to Senior CSE, Customer Success Manager, or a specialist Voice of Customer role as the team scales.

Perks & Benefits

• Performance-linked incentives
• Annual learning budget (courses, tools, events)
• Health insurance allowance
• Annual offsite retreat
• Fast-track growth to Senior CSE or Customer Success Manager