Remote Customer Success Associate

First Advantage; Muntinlupa; Hybrid; PHP 446,000 - 670,000; Full time

Job summary

First Advantage in Manila, Philippines is seeking a Customer Success Associate to serve as the primary contact for clients, manage case-related concerns, and ensure service delivery aligns with SLAs. The role focuses on building trust, delivering precise support, and maintaining compliant processes.

You will collaborate with the Client Operations Support (COPS) team, handle client queries, generate reports, and drive timely resolutions with a proactive, customer-first mindset.

Qualifications

• Bachelor’s degree in business, Marketing, Commerce, or related fields.
• 1–2 years in client-facing roles and experience in client management
• Experience in client coordination, account support, operations support, or customer engagement
• Comfortable handling multiple ongoing requests, not just one-off tickets
• Strong organization, follow-up, and documentation skills
• Clear written and verbal communication
• Comfortable working with trackers, reports, and basic documentation

Responsibilities

• Serve as the go-to expert for client queries and case requirements.
• Day to Day Client Interaction (Client Query Support)
• Monitor and manage cases to ensure timely delivery aligned with SLAs.
• Review documentation for accuracy and completeness.
• Provide feedback to internal teams and proactively communicate with clients about delays or updates.
• Management and ownership of the client SLA.
• Case governance resulting to achieving client SLA’s.
• Handle first-level client escalations and ensure smooth resolution.
• Dispatch client reports with accuracy and professionalism

Skills

Communication

Organization

Proactive

Independent work

Education

Bachelor’s degree in business/Marketing/Commerce

Tools

Trackers

Reports

Documentation

Job description

First Advantage in Manila, Philippines is seeking a Customer Success Associate to serve as the primary contact for clients, manage case-related concerns, and ensure service delivery aligns with SLAs. The role focuses on building trust, delivering precise support, and maintaining compliant processes.

You will collaborate with the Client Operations Support (COPS) team, handle client queries, generate reports, and drive timely resolutions with a proactive, customer-first mindset.