Act as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary).
Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response.
Create detailed Jira tickets for every bug, feature request, or issue ensuring all tickets include vital context.
Triage incoming issues based on urgency with intelligent escalation processes.
Guide new merchants through the onboarding checklist including technical setup tracking and A/B test launch coordination.
Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule.
Prepare and deliver daily and weekly reports summarizing ticket statuses and customer health concerns.

2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment.
Proven track record of managing high-volume communication (Slack-heavy workflows are a plus).
Proficient experience in using Jira and HubSpot.
Expert-level familiarity with Slack and Google Workspace.
Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers.
Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages.

Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.

Customer Support Specialist, B2B Customer Success

Key skills