About the Role
Title: B2B Customer Support Specialist (Remote, Graveyard)
Location: Remote Remote PH
Job Description:
We are seeking a proactive and professional B2B Customer Support Specialist to join our team. This role is pivotal in ensuring our operating partners’ satisfaction and success with our products and services. You will create and present Quarterly Business Reviews (QBR) and be a critical liaison between our partners and internal departments.
Responsibilities:
- Support & Escalation: Serve as a reliable backup for the frontline operator support team, addressing inquiries via phone queue, live chat, and tickets promptly. Act as an escalation point for disgruntled operators, ensuring efficient and positive resolutions.
- Collaboration & Communication: Collaborate closely with internal departments to facilitate operator needs and requests, ensuring seamless service delivery. Engage with active operators regularly to understand their needs, address concerns, and demonstrate our product’s value.
- Proactive Problem Solving: Identify and resolve complaints proactively, streamline processes, and implement solutions to prevent future issues, enhancing overall operator satisfaction.
- Training & Advocacy: Provide comprehensive training and ongoing support to operators, serving as their advocate to enhance their experience and maximize their success.
- Data Analysis & Reporting: Analyze operator behavior and data trends to gain insights, inform decision-making, and drive continuous improvement in service delivery and customer satisfaction. Prepare and deliver regular QBR presentations to operating partners, providing insights, updates, and recommendations for mutual growth and success.
- Growth & Development: Proactively identify opportunities to grow enterprise accounts, increase revenue, and strengthen partnerships through strategic initiatives and collaborative efforts.
Requirements
- Education: College Graduate
- Experience: Previous experience in a B2B customer support or account management role.
- Consultancy Hours: Minimum 40 hours per week, with any time worked over 40 hours requiring prior approval from management.
- Training: 15 days of training from Monday to Friday, 8:00 AM – 5:00 PM PST (11:00 PM – 8:00 AM PHT).
- Skills:
- Exceptional communication skills, both verbal and written.
- Strong interpersonal skills to build and maintain relationships with diverse stakeholders.
- Proficiency in CRM software and other relevant tools for managing customer interactions and data.
- Analytical mindset to interpret data, draw insights, and make informed decisions.
- Proactive problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
- Flexibility to adapt to changing priorities and requirements.
Other Qualifications
- Must have access to a reliable high-speed internet connection.
- Must have a computer with the latest model (preferably Core i3 or higher) and at least 8GB RAM.
- Must be available for scheduled and ad-hoc calls, meetings, and chats during regular weekday working hours.
- Must have a quiet workspace that is free from noise and distractions.
- Must have a noise-canceling headset that provides good audio quality for clear communication.