Senior Remote Customer Success & Billing Specialist

PENBROTHERS; Philippines; On-site; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Remote-first team

Global client exposure

Flexible schedule

Job summary

Penbrothers is seeking a Customer Success Representative to join the Customer Experience team as a sole contributor supporting a growing user base. You will be the primary contact for inbound inquiries, billing, and account management, collaborating with developers and internal technical teams to ensure smooth onboarding and ongoing value.

This role requires independent problem solving, strong written English, and the ability to communicate with both engineers and administrative contacts.

Qualifications

• Experience: 5+ years in customer support, customer success, or account management in SaaS/IT startups.
• Technical aptitude: comfortable interacting with engineers and technical teams.
• Mindset: strong critical thinking, self-motivation, high autonomy.
• Communication: exceptional written and verbal English communication; experience via video and async channels.
• Tools knowledge: hands-on experience with modern CS tools (Intercom, HubSpot, Zendesk, Stripe, Slack, G Suite, Zoom).
• Long-term focus: seeking a stable, long-term opportunity with a global team.

Responsibilities

• Serve as the primary point of contact for inbound customer inquiries via Intercom.
• Qualify, triage, and resolve customer concerns independently.
• Proactively search knowledge bases to solve issues before escalation.
• Escalate to Technical Support, Engineering, Product, or CEO with clean handoffs.
• Maintain high standards of written communication with customers.

Skills

5+ years exp

Technical aptitude

Entrepreneurial mindset

Communication excellence

Tools knowledge

Long-term focus

Tools

Intercom

HubSpot

Zendesk

Stripe

Slack

G Suite

Zoom

Job description

Penbrothers is seeking a Customer Success Representative to join the Customer Experience team as a sole contributor supporting a growing user base. You will be the primary contact for inbound inquiries, billing, and account management, collaborating with developers and internal technical teams to ensure smooth onboarding and ongoing value.

This role requires independent problem solving, strong written English, and the ability to communicate with both engineers and administrative contacts.