Community Support Specialist

We have an amazing opportunity for a skilled and talented Community Support Specialist to join our growing Customer Success team. You will focus on our clients' growth and expansion. You will prioritize executing the strategy set out by the Head of Customer Success. Your focus will be to ensure client inquiries received are answered in a timely manner. The goal will be to help build a knowledge base which is accessible for our clients on-demand.

You will form part of our Customer Success team and work closely with our cross-functional partners in Sales, HR, Finance, Service Delivery and Talent Acquisition.

You will be measured based on our organizational goals, specifically towards client growth and retention. You will have a one-of-a-kind opportunity to shape how we are reinventing customer success by helping start-ups and SMEs in building and scaling their teams in the Philippines.

What We Value:

You are solutions driven

You value innovation and versatility and enjoy developing long-term added-value solutions.

You live, breathe and build rapport

You are fluent, informative, and efficient when writing. On the phone, you are direct, professional, and empathetic. In conversations, you express your thoughts, feelings, and ideas clearly. You are comfortable sharing constructive feedback to both your manager and your peers.

You never walk by a mistake

You take ownership and address issues head on. You believe accountability is all about getting things done and moving things forward.

You thrive in a team-first work environment.

You deliver relentlessly and effectively towards the team's goals and metrics. You have a great sense of urgency and agility in your work. When working with the team, you are candor. You work well with others, under pressure, and always keep a positive attitude.

In this role you will:

• Develop a thorough understanding of our service offerings
• Become a Penbrothers process expert
• Innovate solutions to answer inquiries at scale
• Responsible for all Inquiries sent to your queue to be answered in a timely mannerÂ
• Take ownership for any inquiries redirected from your queue to our cross functional teams
• Ensure accurate logging of client inquiries within internal ticketing system
• Generate progress reports in line with inquiries received from our clients
• Develop and share best practices with team members to continually improve quality, effectiveness and efficiency of our processes
• Champion timeliness of client requests
• Achieve the set team OKRs and metrics

The ideal qualifications for this opportunity:

• Minimum of 2-3 years of experience in customer-facing roles such as Customer Support, Customer Success or Account Management
• Highly organized and detail oriented
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• Demonstrate leadership qualities
• Proficiency in Google Sheets and Google Slides
• Excellent analytical, problem-solving and management skills
• Ability to work independently and manage multiple priorities
• Proficiency using Zoho, Intercom, Insided, Hubspot is a huge advantage, but not required.