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Customer Support Specialist - Philippines - Contractor

UNLIMITED HOLIDAYS

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

Philippines

Offer summary

Qualifications:

Bachelor’s degree, 5+ years in client support or customer service, Strong technical aptitude, Proficiency in support tools/systems, Fluent in English.

Key responsabilities:

Provide advanced technical support via email
Act as product/services expert
Resolve complex customer issues professionally
Mentor junior team members
Collaborate cross-functionally for improvements

RepeatMD Scaleup https://repeatmd.com/

51 - 200 Employees

See more RepeatMD offers

Job description

Your missions

Our Story:

RepeatMD is a rapidly growing SaaS company in the ecommerce and medtech space that was founded in October 2021.

We have established product-market fit, closed a Series A in September 2023, and are now looking to scale our company. We are a team on a mission to help our clients in the medical aesthetics industry transform their patients' lives. We know providers (including med spas, plastic surgeons, dermatologists, etc.) didn't go into business to focus on sales, so we make software that helps them grow their practices so they can focus on what matters most: their patients. Our quickly-growing team is headquartered in Houston and New York City, with team members distributed across the US and internationally.

Our Culture:

We believe that everyone has the right to grow and we look for people who exceed expectations. Our commitment to this ideal enables us to seek out the best outcomes for our clients and people, who we encourage to pursue constant, never-ending improvement. For us, achieving growth is rooted in the notion that our success is your success, a belief embedded in our culture that empowers us to push our industry forward and achieve purposeful innovation.

In today's digital world, we communicate our brand identity to prospective employees with the belief that an online presence is just as vital as the organization's physical presence. Ultimately, we strive to give remote candidates the same positive experiences that they would receive face-to-face.

Our Core Values

Our Success is your Success: We believe that the true measure of success is the success you bring others.

Constant Never Ending Improvement: We believe continuous improvement is better than delayed perfection.

Purposeful Innovation: We believe your desire to succeed should be greater than your fear of failure.

Exceed Expectations: We believe that those who win BIG in business bring the most value to the marketplace and their clients.

Journey Before Destination: We believe in long-term thinking and enjoying the process along the way.

Team on a Mission: We believe we’re in this together and will only surround ourselves with those who believe the same.

Overview:

We are growing our team in the Philippines! As a Customer Support Specialist, you will play a pivotal role in ensuring the highest level of customer satisfaction by providing expert assistance and resolving complex inquiries or issues. You will serve as a mentor to junior support team members, lead by example, and contribute to the continuous improvement of our customer support processes.

Responsibilities:

Provide advanced technical and non-technical support to customers' emails (no phone calls).
Act as a subject matter expert on our products/services, demonstrating deep knowledge and understanding to effectively address customer inquiries and concerns.
Resolve escalated support tickets and complex customer issues in a timely and professional manner, ensuring resolution and customer satisfaction.
Mentor and coach junior support team members, providing guidance, training, and support to enhance their skills and knowledge.
Collaborate cross-functionally with other departments, including product development, sales, and marketing, to communicate customer feedback and drive improvements.
Analyze support metrics and customer feedback data to identify trends, patterns, and areas for improvement, informing strategic decision-making and resource allocation.
Contribute to the development and maintenance of the company's knowledge base, FAQs, and support documentation to facilitate customer self-service and improve support efficiency.
Participate in special projects or initiatives aimed at enhancing the customer support experience and achieving organizational goals.

Requirements

Bachelor’s degree
At least 5 years of experience in client support or customer service.
Strong technical aptitude and ability to quickly learn and understand complex products/services.
Proficiency in using customer support tools and systems, such as Zendesk, JIRA, Intercom.
Ability to thrive in a fast-paced environment, prioritize tasks effectively, and manage multiple priorities simultaneously.
Passion for delivering outstanding customer experiences and a commitment to continuous improvement.
Excellent problem-solving skills and the ability to work collaboratively with international teams across different time zones.
Fluent in English

Ability to work a 9 hour shift within US EST time 8:00am to 8:00pm

We are offering a salary of PHP 450,000-500,000 for this role dependent on years of experience

RepeatMD is an Equal Opportunity Employer. We highly value diversity of thought and experience at our company and encourage people of all backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.