Technical Client Success Specialist
Remote · Philippines or Baguio, Cordillera, Philippines
Job Summary
Technical Client Success Specialist responsible for high-velocity, first-line customer support for e-commerce merchant partners via Slack (primary) and email, with end-to-end incident triage in Jira, onboarding coordination, and ongoing reporting. Key duties include maintaining a 5-minute acknowledgement standard, ensuring professional and brand-aligned communications, creating and tracking Jira tickets with complete context, triaging issues by urgency, guiding merchants through onboarding and technical provisioning (e.g., TXT records), maintaining onboarding trackers and go-live milestones, and producing daily standups and weekly health digests. Requires SaaS/B2B/E-commerce experience, Jira and HubSpot proficiency, Slack and Google Workspace familiarity, and strong written English with the ability to translate internal updates into customer-facing messages.
Required Qualifications
- 2+ years of experience in a customer-facing role (SaaS/B2B/E-commerce preferred)
- Proficient with Jira and HubSpot
- Slack-heavy workflows experience
- Strong written English skills and professional customer-facing communication
- Ability to understand technical terminology (TXT records, A/B testing, Edge Delivery) for engineering context
- Experience with onboarding and technical provisioning tasks (TXT records, onboarding coordination)
- Ability to triage incidents (P0/P1) and manage tickets to resolution
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