Customer Service Representative

Role Overview

• Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
• Understand clients' business goals, challenges, and needs through regular discovery and consultation
• Act as strategic partner offering proactive solutions aligned with client objectives
• Communicate regularly with clients via email, phone, video conferences, and other channels
• Provide guidance on how clients can best utilize solutions to meet their specific needs
• Build rapport and ensure clients feel valued, supported, and heard throughout their journey
• Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
• Assist new clients during onboarding, ensuring smooth implementation and setup
• Provide education and training on product features, benefits, and best practices
• Conduct product training sessions to ensure clients are proficient in using offerings
• Guide clients through initial setup with clarity about services, procedures, and expectations
• Facilitate enrollment and verify that all documentation is accurate and complete
• Monitor early adoption patterns and provide proactive support during critical first 90 days
• Ensure clients achieve early wins and understand value proposition clearly
• Monitor and analyze client usage data to identify trends, opportunities, and potential issues
• Identify opportunities for upselling or cross-selling additional products or services
• Collaborate with sales teams to explore potential growth avenues and expansion opportunities
• Track and report key performance metrics related to client success and engagement
• Proactively address underutilization or engagement drops before they lead to churn
• Present business reviews showcasing ROI, usage insights, and recommendations
• Drive account expansion through strategic consultation and value demonstration
• Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
• Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
• Ensure timely and satisfactory issue resolution to maintain client satisfaction
• Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
• Work cross-functionally to address client needs and remove barriers to success
• Advocate for clients internally, ensuring their voice influences product and process decisions
• Maintain up-to-date client interaction records in CRM and management systems
• Gather client feedback to help improve products, services, and internal processes
• Create and maintain reports on client success metrics and KPIs
• Identify opportunities to improve internal workflows and contribute to operational efficiency
• Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
• Document best practices, success stories, and lessons learned for team knowledge sharing

Requirements

• Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)
• Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders
• Communication: Exceptional written and verbal communication skills with compassionate, professional approach
• Strategic Thinking: Ability to understand client business goals and provide strategic guidance
• Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset
• Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts
• Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software
• Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently
• Data-Driven: Comfortable analyzing usage data and metrics to inform decisions
• Adaptability: High adaptability in fast-paced, technology-driven environments

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote — work from anywhere
• Generous PTO: In accordance with company policy
• Direct Mentorship: Access to global industry leaders
• Learning & Development: Continuous growth resources
• Global Networking: Work with international teams
• Health Coverage (Philippines only): HMO after 3 months (full-time)