Remote Customer Success Pro - Multi-Channel Support

MicroSourcing International

Philippines

Remote

PHP 480,000 - 640,000

Full time

2 days ago

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Benefits offered by this job

Healthcare from day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Success Associate to provide multi-channel support to Australian customers, including after-hours coverage. You will diagnose hardware and software issues, assist with account configurations, and work with onshore teams during escalations.

A SME on product functionality, you’ll drive support best practices and share CX feedback with Product and Engineering. Work from home with shifting schedules, offering healthcare from day one, bonuses, and opportunities for

Qualifications

2+ years in customer support or customer success.
Experience in call center operations and multi-channel support using contact center tools (e.g., AWS Connect).
Strong technical troubleshooting for hardware, software, and digital tools; excellent written and verbal communication.
Empathetic, customer-centric mindset with problem-solving and adaptability.
Ability to work autonomously during out-of-hours shifts with onshore Australian teams.

Responsibilities

Deliver multi-channel support (phone and email) to Australian customers outside standard hours.
Resolve technical issues covering hardware, software, account configuration, and hardware fulfillment supply chain processes.
Escalate urgent operational, risk, compliance, finance, and engineering tickets to onshore teams while handing over shifts.
Master product functionality as a subject matter expert to establish support best practices.
Identify customer trends, CX/UX improvements, and feature feedback to collaborate with Product and Engineering teams.