Remote Customer Support Associate

Summary

Join Workstream as a Customer Support Representative and be part of a mission-driven company that believes in building premium, modern software solutions for hourly businesses. As a core member of our customer support team, you will be well-positioned to succeed with the entire company aligned to make sure our customers are successful.

Requirements

• Have a long-term vision of working and growing with a Silicon Valley based technology startup. Comfortable with adapting to ever changing processes and making recommendations to improve such
• 1 to 3 years’ experience as a Customer Support Specialist or similar CS role
• Must be fluent in English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers
• Must have Phone Support experience
• Must have experience using help desk software and remote support tools
• Must have a reliable laptop and high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results and computer specs
• Must be willing to attend occasional in-person meetings in Metro Manila

Responsibilities

• You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products
• Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
• Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Proactively check in with clients until the issue is resolved
• Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc

Benefits

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni