Customer Success Lead
$27,600–$27,600 year
RemotePhilippines
Job Summary
Own the end-to-end customer support function across email and phone, resolving issues efficiently within service levels and coordinating technical escalations with the development team. Monitor feedback, NPS, and satisfaction metrics while designing and optimizing support processes, workflows, and scalable SOPs to drive business growth. Build knowledge bases, training materials, and operational documentation that ensure consistency and efficiency. Leverage AI and automation to create self-service experiences and optimize workflows, balancing automated solutions with personalized human interaction during escalations. Partner closely with the Founder to shape customer experience strategy and establish the operational blueprint for scaling the future support team.
Required Qualifications
- 5+ years of experience in Customer Experience
- Proven ability to build or improve customer support functions and operational processes
- Builder mindset with the ability to design and create scalable workflows, SOPs, knowledge bases, and documentation
- Leveraging AI and automation to improve customer operations
- Thrives in fast-moving startup environments
- Working independently
- Taking ownership
- Wearing multiple hats
- Excellent written and verbal English communication skills
- Highly organised
- Detail-oriented
- Proactive
- Ability to think critically
- Solve problems in ambiguous situations
- Take ownership
- Continuously improve processes
- Commercially minded
- Customer-first approach
- Quickly learns and adapts to new technologies
- Experience across customer support, CRM, AI, and knowledge management platforms
- 9:00 AM – 6:00 PM AEST
- 100% Remote
- Full Time
Desired Qualifications
- Experience supporting customer operations within B2B2C products or technology platforms
- Serving both business clients (B2B) and end users (B2C)
- Experience working in both structured customer service environments and startup or SME businesses
- Operational discipline
- Ability to work autonomously
- Experience within SaaS, FinTech, Payments, Rewards, Loyalty, or Digital Marketplace businesses
- Experience improving customer support metrics including SLA performance, response times, and NPS
- "roll up your sleeves" mentality
- Ability to think strategically
- Remaining hands-on
- Experience with Freshdesk
- Experience with Freshworks
- Experience with HubSpot
- Experience with Claude
- Experience with ChatGPT
- Experience with Notion
- Experience with Confluence
- Experience with Jira
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