Customer Success Assistant

Summary

Join our client, an Australian-based company specializing in workflow and automation software for mortgage brokers, as a Customer Success Assistant! Based in the Philippines, this remote, full-time position offers a unique opportunity to contribute significantly to a growing team. You will provide essential behind-the-scenes support to Customer Success Specialists, ensuring smooth onboarding and ongoing support for users. This role involves account provisioning, responding to customer queries via Intercom, updating workflows, conducting account health checks, and managing subscription changes. The ideal candidate possesses strong customer service and technical skills, ideally with experience in the mortgage broking or finance industry. This is a chance to make a real impact in a dynamic and innovative company.

Requirements

• Minimum of 3 years of experience in Customer Success/IT Chat Support or a similar role
• Excellent attention to detail and comfort with spreadsheets and data
• Strong written and verbal communication skills
• Troubleshooting and problem-solving skills
• Ability to be proactive
• ���Can-Do” attitude
• Excellent English communication skills, both written and verbal

Responsibilities

• Provide mainly behind-the-scenes support for Customer Success Specialists, who are responsible for training new users in the software
• Provision new accounts for new subscribers, including setting up the correct environment, issuing passwords and providing access to the learning tools etc
• Provide a rapid response to customer support queries via Intercom help desk, by either resolving simple requests immediately, investigating and solving more complex requests, or logging a bug report in JIRA for the development team to address
• Update client workflows and/or perform behind the scenes account customizations to help support users’ implementation of the app
• Conduct account “health checks” to determine how well customers are using the software, so the team can deliver targeted support and solutions
• Action subscription changes such as upgrades, downgrades, or cancellations
• Help to keep the documentation updated as features change and evolve

Preferred Qualifications

• Experience in the mortgage broking industry
• Experience working in the broking, banking, and finance industries
• Experience with technical support or training
• Experience with loan processing or finance
• A very high level of comfort using computers, cloud software and ticketing systems such as Intercom or Zendesk

Benefits

• Work from home
• Full-time
• Schedule: Monday - Friday, rotating shifts that start from 6AM – 8AM PH with a requirement of 8 hours of work, exclusive of lunch break