Remote Customer Success Advocate

Outsource Access, Inc.; Cagayan de Oro; Remote; PHP 360,000 - 480,000; Full time

Job summary

Outsource Access, Inc. is seeking a remote customer support specialist for a parenting technology platform. You will engage with parents, resolve issues, and communicate complex app details in simple terms to maintain a positive experience for users.

You will document recurring questions into FAQs, participate in beta testing, and collaborate with Software Engineering to ensure timely updates and clear customer communication.

Responsibilities

• The Voice of Calm: You are the primary touchpoint for parents, handling sensitive or frustrated interactions with patience and care.
• The Problem Solver: You troubleshoot login errors, account access problems, and billing inquiries, diagnosing the root cause yourself whenever possible.
• The Knowledge Bridge: You translate technical app limitations and functionalities into clear, simple language for non-technical users and escalate to internal teams when needed.
• The Insight Generator: You convert recurring questions into clear FAQ articles and assist in beta testing, collecting issue reports and feedback to help the product evolve.

Tools

Zendesk

Jira

Job description

Outsource Access, Inc. is seeking a remote customer support specialist for a parenting technology platform. You will engage with parents, resolve issues, and communicate complex app details in simple terms to maintain a positive experience for users.

You will document recurring questions into FAQs, participate in beta testing, and collaborate with Software Engineering to ensure timely updates and clear customer communication.