Senior SaaS Customer Success & Billing Specialist

Penbrothers International; Mandaluyong; Remote; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Meaningful work

Growth opportunities

Remote-friendly culture

Global team

Job summary

Penbrothers International 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 main contact for inbound inquiries, billing, and account management, collaborating with developers and internal tech teams.

This is not a traditional helpdesk role. You should be an independent thinker with entrepreneurial mindset, strong decision-making, and a drive to improve processes while communicating with both

Qualifications

• 5+ years in customer support, customer success or account management in SaaS/IT startups.
• Ability to interact with engineers and admins, both verbally and in writing.
• Strong written and verbal English communication; self-motivated and autonomous.

Responsibilities

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

Skills

Customer support

English communication

Autonomy

Critical thinking

Interpersonal skills

Tools

Intercom

HubSpot

Zendesk

Stripe

Slack

G Suite

Zoom

Job description

Penbrothers International 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 main contact for inbound inquiries, billing, and account management, collaborating with developers and internal tech teams.

This is not a traditional helpdesk role. You should be an independent thinker with entrepreneurial mindset, strong decision-making, and a drive to improve processes while communicating with both