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Senior Customer Success Representative
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- Remote OK
- Full-Time
We’re a scale-up in the Workforce Management space that has fully embraced remote work since 2017. Headquartered in London, UK, we have close to 80 staff in 16 different countries.
We launched PayrollPanda.my and Jibble.io in 2016 and 2017 respectively. PayrollPanda has become Malaysia’s leading cloud payroll software, and Jibble an award-winning time clock solution, each with thousands of paying customers.
About The JobYou will be the first point of contact and responsible for answering basic customer support questions, engagement, and satisfaction. We use Intercom as a Customer Support/CRM tool.
What you will do:
- Respond to product inquiries and issues in a timely manner
- Identify and escalate second line support issues to the right channels (such as bugs, refunds)
- Endorse cases to the Sales Team for cases involving pricing and payment
- Proactively upsell Jibble features to our products and offer/schedule demos with customers
- Working with the Product team to ensure feature requests are captured and prioritized.
Who are we looking for:
- You can work on US time
- You have a minimum of 3 years of experience as a Customer Support
- You are a native English speaker, or you possess exceptional written and spoken English communication skills
- You are super confident on the phone and in writing
- You understand urgency, you know how to prioritize tasks and when necessary multitask between customer requests
- You should be able to understand technical jargon and should not crumble when trying to answer fairly technical questions