Global SaaS Customer Success Specialist

Emapta Global; Makati; Hybrid; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Day 1 HMO coverage with dependent

Competitive salary package

Hybrid work setup (2 days in office, 3

Access to Emapta Academy courses

Gym access and fitness trainer

Employee referral incentives

Job summary

Emapta Philippines is hiring a Customer Success Consultant to deliver expert SaaS technical support and guidance for an Australian HR technology leader. You will assist with platform adoption, guide international hiring operations, and contribute to high customer satisfaction in a hybrid environment.

Responsibilities include technical support, case management, and collaboration with Sales, CS, and Product teams to drive account growth.

Qualifications

• 2+ years in Customer Success, Support, Product Support, Account Management, or similar client-facing role
• Experience with HR technology, recruitment tech, ATS, HRIS, or SaaS platforms
• Strong understanding of recruitment workflows, candidate journeys, and hiring processes
• Experience handling inquiries, support cases, and ticketing systems
• Excellent written and verbal communication; can explain technical concepts to nontechnical users
• Proficiency in CRM or ticketing platforms such as Salesforce, HubSpot, Zendesk
• Proactive, customer-focused, solutions-oriented approach to resolving issues

Responsibilities

• Serve as the primary technical contact for candidates, referees, and client platform users across the HR technology product suite
• Provide clear, step-by-step technical guidance to resolve login errors, workflow issues, survey concerns, and platform functionality problems
• Resolve customer support cases promptly and meet two-hour SLA targets
• Collaborate with Customer Success Consultants across international offices to maintain a 24-hour global support network
• Take ownership of complex inquiries and client complaints to ensure timely resolutions
• Investigate issues and escalate unresolved cases to Level 3 Development, Sales, or Leadership with complete documentation
• Monitor support ticket volumes to identify recurring issues and opportunities for product improvement
• Educate clients on platform functionality and best practices to strengthen adoption and confidence
• Maintain accurate client records in Salesforce and support contract renewals and expansions

Skills

Customer Success experience

CRM systems

SaaS platforms

HR tech experience

ATS familiarity

Tools

Salesforce

HubSpot

Zendesk

Job description

Emapta Philippines is hiring a Customer Success Consultant to deliver expert SaaS technical support and guidance for an Australian HR technology leader. You will assist with platform adoption, guide international hiring operations, and contribute to high customer satisfaction in a hybrid environment.

Responsibilities include technical support, case management, and collaboration with Sales, CS, and Product teams to drive account growth.