Offer summary

Qualifications:

2+ years experience as a Tier 2 Technical Customer Success Manager/Specialist, 1+ years experience in Salesforce Service Cloud or similar CX tool, Strong English verbal and written communication skills, Basic to intermediate Excel/GSheets skills..

Key responsabilities:

Set up and configure hotels during the onboarding process

Schedule and reschedule customer success touchpoints

Respond to client inquiries across multiple channels

Create process documentation and handle outbound communications.

Job description

GrowthAssistant is seeking a skilled and motivated Tier 2 Technical Support Associate. This role involves setting up and configuring hotels during onboarding, scheduling and rescheduling customer success touchpoints, and responding to client inquiries across multiple channels. Additional duties include escalating issues, creating process documentation, handling outbound communications, and performing administrative or special project tasks as needed.

Salary: Up to Php 60,000 depending on experience

The Benefits:

Work From Home
Attendance, Performance, and Referral Bonuses
Paid Holidays and Time Offs
Health Insurance Card

Must-Have:

2+ years experience as T2 technical customer Success Manager / Specialist
1+ years experience in Salesforce Service Cloud (or similar CX tool)
Strong English verbal and written communication skills and willingness/confidence to embrace outbound calling
Passion for connecting with clients over the phone to address issues
Basic to intermediate Excel / GSheets skills
Demonstrated ability following role-related process docs with little to no error

Core Tasks:

Setup / configure hotels during the onboarding and registration process
Schedule / reschedule Success touchpoints for CSMs (training, biz review, health checks, QBRs)
Answer client questions in a timely manner via multiple channels (phone, email, chat)
Escalate client issues as needed
Create role-related SOP / process documentation when necessary
Outbound customer communication (scheduling/rescheduling/ follow ups via email and phone)
Perform ad hoc administrative, business ops, and special projects tasks as needed

Nice to Have:

Background in sales training for CX/CS associates
Experience with Linear, Notion (or similar tool) for ticket management or project management
Experience with Salesloft, Zoom (or a similar tool) for call tracking/outreach
Basic to intermediate HTML skills
Familiarity with Slack and Gmail for internal comms
Spanish speaking