Your Mission
We are currently looking for a Customer Support Analyst (m/f/x).
Your mission is to work with our Customer Success and Onboarding teams to deliver a fast, professional, high-quality and authentically human support experience to our customers. The successful candidate will work remotely but should be based in Manila.
As a Customer Support Analyst at Cello, you'll help identify opportunities to demonstrate additional value of the Cello platform to our customers; you focus on continuous growth and look for ways to improve how we can deliver support at Cello.
The role blends customer support, order fulfilment with reporting and customer data analysis. You will use your experience handling customer issues combined with data to enhance the overall customer experience and improve client satisfaction metrics.
⭐ TL;DR - Seed, GrowthTech
- Part-time, Contractor
- Manila-based, Remote-first
- Become a central part of an experienced and passionate co-founding team on our journey to a truly great company (ex-Twilio, ex-Microsoft, ex-Accenture etc.)
⭐ Your Responsibilities- Respond and action customer-submitted inquiries in a timely manner, using Slack, Intercom and email
- Troubleshoot and guide customers through questions and issues with their application, billing, rewards or other transactional inquiries
- Stay up to date on new product features and improvements. Provide accurate product and service information using technical documentation and product knowledge.
- Prioritize and manage requests, including customer screening and qualification, account set-up and other access related issues
- Adhere to and uphold SLA on response and resolution times. Provide timely updates to customers and stakeholders and be able to follow agreed escalation channels based on priority and urgency
- Update and maintain client data across multiple platforms (offline trackers, CRM tools) based on procedures and protocols.
- Perform quality control checks using customer performance data to spot issues in implementation that will require remediation or enhancements.
- Assist with Business Reporting initiatives of Client Data and associated business sets as required by the business.
About You
❤️ Every candidate's skills may not exactly match a job description. We value multiple backgrounds and welcome applicants from other industries who meet the requirements. We encourage applicants with other experience to apply, even if they do not possess the desired qualifications. We might be a good fit for you even if you are just starting out in your career or you're not following the traditional path. The company always looks for people who can bring something fresh to the table.
Required
- At least 6 months BPO experience handling SaaS or platform accounts.
- You have technical support experience at another SaaS company - and if you have experience in the Growth Marketing and Customer Acquisition space, the better!
- Excellent communication skills (written and verbal). You're able to translate tech language into plain English.
- Strong problem-solving abilities. You handle stressful situations with clarity, compassion and great judgment.
- Reliable internet connection and quiet work environment for remote work. Must have your own secure laptop with reliable performance and speed.
- Proficiency in Google Suites and Microsoft Office tools. Working experience building / mobilizing reports in MS Excel, cleansing and harmonizing data
- The successful candidate will work remotely but should be based in Manila.
Nice to have:- Familiarity with Python scripts, Visual Studio Code and coding programs. Not mandatory but willing to learn on the job and apply skill to daily tasks
- Familiarity with helpdesk, CRM communication platforms such as Intercom, Zendesk, Slack, Hubspot a plus.
- Exposure to access management processes: access reset, account credential adjustments, login troubleshooting
Benefits
❤️ In the end, it’s all about the team and our culture. Understand why we love our job and see what it’s like to work at Cello in our People Playbook. We have some compelling perks and benefits.
- Remote work opportunity
- Part-time schedule (20 hours/week, flexible scheduling within a 6-hour window)
- Opportunity for growth into a full-time operations role as the company expands
- Chance to make a real impact in a fast-growing marketing start-up
About us
⭐ We believe the future of marketing is word of mouth and are on a mission to supercharge product growth by making word-of-mouth rewarding. Cello is the world’s first all-in one referral platform that helps businesses harness their most passionate users and affiliates to drive word-of-mouth growth at scale.
Our platform allows users to share and discover any SaaS product with only a few clicks. By inspiring users to share the products they love, we are virtually reinventing how companies sell and market products.
Category leaders including Typeform, Moss and Join rely on Cello to put growth in the hands of their users.
