Offer summary

Qualifications:

Exceptional written and spoken communication skills in English., Ability to work on US time zones., Strong multitasking and prioritization skills., Technical understanding to address customer inquiries effectively..

Key responsabilities:

Serve as the first point of contact for customer support inquiries.

Respond to product questions and escalate issues as needed.

Upsell Jibble features and schedule product demos with customers.

Collaborate with the Product team to capture and prioritize feature requests.

Jibble Group builds HR SaaS products. It has offices in Kuala Lumpur but around half of all staff are remote staff working from their homes, cafes or shared offices all over the world. Currently, Jibble Group owns two products, Jibble.io and PayrollPanda.my. Jibble is a time and attendance application used by companies in over 150 countries that makes it easy for staff to manage their workforce. PayrollPanda is Malaysia's most popular cloud payroll software, helping thousands of SMEs do their payroll without the stress. The Jibble Group team consist of a seasoned founding team of entrepreneurs and is backed by private capital. We are serious about becoming a global developer and operator of workforce management solutions for SMEs, but we do it with a smile. HIRING - We don't care about your academic qualifications, because we believe people change, circumstances change, and life has phases. - We're growing by around 10 staff a month so have plenty of open positions. CULTURE VALUES - We care greatly about the quality of our work and the product we offer to our customers - We’re motivated by high NPS scores and customer satisfaction - We work remotely and we trust each other with their tasks - We strive to be different, to stand-out, innovate and evolve if required - We focus on metrics and performance - We don’t care much about titles and help each other, outside of our primary responsibilities BRIEF HISTORY Jibble and PayrollPanda are graduates from LaunchPad, a venture builder based in Malaysia. In early 2019 the two were merged to form Jibble Group.

Job description

Our Mission

To help businesses save time and money, and unleash their human potential. Our vision is to power and empower millions of businesses with our software.

About Jibble Group

We’re a scale-up in the Workforce Management space that has fully embraced remote work since 2017. Headquartered in London, UK, we have close to 80 staff in 16 different countries.

We launched PayrollPanda.my and Jibble.io in 2016 and 2017 respectively. PayrollPanda has become Malaysia’s leading cloud payroll software, and Jibble an award-winning time clock solution, each with thousands of paying customers.

About The Job

You will be the first point of contact and responsible for answering basic customer support questions, engagement, and satisfaction. We use Intercom as a Customer Support/CRM tool.

What you will do:

Respond to product inquiries and issues in a timely manner
Identify and escalate second line support issues to the right channels (such as bugs, refunds)
Endorse cases to the Sales Team for cases involving pricing and payment
Proactively upsell Jibble features to our products and offer/schedule demos with customers
Working with the Product team to ensure feature requests are captured and prioritized.

Who are we looking for:

You can work on US time
You are either a native English speaker, or you possess exceptional written and spoken communication skills
You are super confident on the phone and in writing
You understand Urgency, you know how to prioritize tasks and when necessary multitask between customer requests
You should be able to understand technical jargon and should not crumble when trying to answer fairly technical questions

Required profile