High-Velocity Customer Communication: Act as the First Line of Response, serve as the primary point of contact for e-commerce merchant partners, providing immediate support via Slack (primary) and email (secondary).
Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response.
Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone.
Incident Management & Triage: Create detailed Jira tickets for every bug, feature request, or issue and triage incoming issues based on urgency.
Onboarding & Implementation Support: Guide the Merchant Journey and execute specific technical tasks such as creating TXT records via the Nostra portal.
Reporting & Operational Health: Provide a daily update in internal Slack channels and prepare weekly digests covering tickets opened/closed and onboarding statuses.

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).
Technical Proficiencies: 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.
Hyper-Responsiveness: A "speed-to-lead" mindset with the ability to maintain a 5-minute response time without sacrificing quality.
Proactive Organization: An "inbox zero" mentality and the instinct to follow up on stalled tasks before they become problems.
Communication Excellence: Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages.
Triage Skills: The ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2).

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.

Technical Client Success Specialist

Key skills