Remote Customer Success Agent - Frontline Chat Support

Manila Recruitment; Philippines; Remote; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Work from Home

Job summary

Manila Recruitment is seeking a Customer Success Assistant for a remote role in the Philippines to support and guide users of an Australian-based mortgage software solution.

The role involves assisting Customer Success Specialists, provisioning new accounts, and handling support queries via Intercom with escalation to JIRA when needed. A strong English background and IT proficiency are required.

Qualifications

• Minimum of 3 years of experience in Customer Success/IT chat support or a similar role.
• Experience in the mortgage broking industry is desirable.
• Strong customer service or chat support experience in the IT industry is considered.
• Experience in broking, banking and finance industries is preferred.
• Proficiency with Intercom, Zendesk or other ticketing systems.

Responsibilities

• Providing behind-the-scenes support for Customer Success Specialists.
• Provisioning new accounts for new subscribers, including environment setup and passwords.
• Responding to customer queries via Intercom, resolving simple requests or logging bugs in JIRA for the development team.
• Updating client workflows and performing behind-the-scenes account customizations.
• Conducting account health checks to determine usage levels and provide targeted support.
• Handling subscription changes and keeping documentation up to date.

Skills

3+ years in CS/IT chat support

Mortgage broker experience

IT customer support experience

Excellent English (written and spoken)

Tools

Intercom

Zendesk

JIRA

Job description

Manila Recruitment is seeking a Customer Success Assistant for a remote role in the Philippines to support and guide users of an Australian-based mortgage software solution.

The role involves assisting Customer Success Specialists, provisioning new accounts, and handling support queries via Intercom with escalation to JIRA when needed. A strong English background and IT proficiency are required.