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Customer Success Specialist – Philippines

Customer Success Specialist

We are currently looking for a customer success specialist that wants to be a part  and be involved in growing a successful SaaS business. The CS specialist will delight  customers with a superb customer experience and will work with a close knit team  based in the Philippines as well as the head office in Sydney. You will be the trusted  advisor and advocate for the customer, leading them on the pathway to success.

This is a full time role, based in the Philippines (office in Alabang) and you will be working during Australian business hours.

Who you are:

  • You like to provide customer support through email correspondences and  other communication channels
  • You get high satisfaction from seeing customers improve their business and  achieve outcomes
  • You easily adapt in managing a high-volume portfolio of accounts and  planning your time appropriately 
  • Administrative task oriented
  • You are super customer focused – you’re someone who loves going above  and beyond to create an awesome experience for clients
  • You are a great communicator with a high level of customer empathy
  • You are able to work cross functionally – tech team, sales, marketing,  leadership team etc
  • You give work your all, make an impact but have fun doing so

What you’ll be doing

  • Manage the lifecycle of customers to ensure they have an exceptional  customer experience with ezyCollect
  • Drive adoption, full utilisation and success of customers to ensure they renew
  • Work with customers to understand business outcomes they are looking to  achieve
  • Build plans with customers and take proactive steps to ensure they achieve  those outcome
  • Build superb customer relationships across your portfolio
  • Work closely with onboarding CS and sales to ensure customers have a  delightful experience during early stages of adoption
  • Identify opportunities for further expansion of the account – new services and  solutions which could be helpful for their business
  • Work closely with technical team to ensure timely resolution of any issues the  customer is experience 
  • Accomplish documentation and recording of all customer related details in  the company’s CRM and other productive apps
  • Be an expert in our product, updating customers on new features and  educating them on areas where they could get more value
  • As we scale the business, identify opportunities to improve processes and do  things more efficiently

Role requirements

  • A minimum of 2 years experience in a high velocity customer success /  customer support position
  • At least 1 year experience working with a SaaS company and/or offshore  companies
  • Above average English communication skills (both written and oral)
  • Sales and training experience and dealing with international customers
  • Good adaptive skills and versatile
  • Experience with software tools like CRM (ideally Hubspot), Confluence, Trello  etc
  • Experience with online accounting software like Xero or MYOB will be  advantageous 

Why join ezyCollect?

  • An opportunity to help us shape the business in APAC – we are poised for hypergrowth and want to invest in people who can grow with us
  • Work closely with founders and executive team on business growth
  • Equity options based on performance
  • Exciting product roadmap focused on data analytics in the finance eco-system
  • Work with passionate, entrepreneurial team where you’ll be valued for your contribution – not as a number on a dashboard ?

On Offer

  • There is an immense opportunity for the right candidate to grow together with the company and help shape the future of ezyCollect
  • Being part of a passionate, entrepreneurial team where you’ll be valued for your contribution
  • Dedicated training and coaching to help facilitate your career growth
  • Insight/access into multiple facets of the business, giving a unique level of  experience
  • Laptop, headset, equipment and mobile provided
  • Annual training budget provided

Apply Now

  • Max. file size: 256 MB.

Customer Success Specialist (1st Level Support) – Philippines

Customer Success Specialist (1st Level Support)

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, then you will love working with ezyCollect!

This is a full time role, based in the Philippines (office in Alabang) and you will be working during Australian business hours.

Who you are:

  • You’re organised and can prioritise your workload to always be on top of your deadlines ensuring that nothing gets missed.
  • You have strong attention to detail and pride yourself on taking ownership and being able to work independently and with your team
  • You love working with customers and understand the need to help them and go above and beyond. You provide great customer service and experience and know how to build relationships
  • You are tech-savvy and have worked and used CRMS and other software and the ability to understand and use new technology with ease and speed
  • Strong problem-solving skills

What you’ll be doing

  • Responsible for all inbound customer queries via chat, helpdesk, email and phone support
  • Be a product specialist
  • Administration management of our CRM software to support the CS team
  • Helpdesk ticketing system process
  • Assisting the customer success team in customer support/requests and maintaining data integrity in different software/tools used
  • Work on new projects as we release new customer features and be able to support CSMs to discuss this with customers

Role requirements

  • 1-2 years of relevant experience preferably in the Saas or start-up space in customer service space, call center or sales support, technical customer support
  • Experience with Accounting Packages like XERO and MYOB, Netsuite and other payments software (is an advantage)
  • Experience with CRM platforms like Hubspot or other software
  • Proficient in Office software and Google Office.
  • You’re driven: No one needs to push you to excel; it’s just who you are.
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
  • You want to help and serve our customers: They win, so you win.
  • Prior experience in customer success, support and/or Accounts
  • Great administration and multi-tasking skills
  • Proven ability to drive continuous value of our product(s).
  • Familiarity working with clients of all sizes
  • Excellent verbal, written, and interpersonal skills
  • Detail oriented and analytical
  • Strong team player but still a self-starter.
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
  • Experience in troubleshooting software and CRM

Why join ezyCollect?

  • An opportunity to help us shape the business in APAC – we are poised for hypergrowth and want to invest in people who can grow with us
  • Work closely with founders and executive team on business growth
  • Equity options based on performance
  • Exciting product roadmap focused on data analytics in the finance eco-system
  • Work with passionate, entrepreneurial team where you’ll be valued for your contribution – not as a number on a dashboard ?

On Offer

● There is an immense opportunity for the right candidate to grow together with the company and help shape the future of ezyCollect
● Being part of a passionate, entrepreneurial team where you’ll be valued for your contribution
● Insight/access into multiple facets of the business, giving a unique level of experience
● Laptop, headset, equipment and mobile provided
● Annual training budget provided
● Fun and collaborative work environment guaranteed

Apply Now

  • Max. file size: 256 MB.

Customer Success Manager – Sydney

Customer Success Manager

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, then you will love working with ezyCollect! We are a dynamic startup company, with a vision to make business easier for SME’s all around the world. You will be working on an exciting product to make it even better! We believe in fostering a flexible, results oriented workplace where our clients come first. There are a lot of businesses who are adopting our product and we would love your help in taking care of our customers!

When you work at ezyCollect there are opportunities galore to learn and gain experience on all facets of a growing business including online marketing strategy, product development and enhancements business analysis. We are on the verge of product expansions so the right candidate won’t be limited to the outline of responsibilities below. If you are a go getter… come and get it!

Who you are:

  • You have a great and proven track record in a role of increasing customer satisfaction, adoption, and retention with a proven ability in introducing innovation and efficiency
  • Super customer focused – you’re someone who loves going above and beyond to create an awesome experience for customers
  • You demonstrate a desire for continuous learning and improvement
  • You love customers and are always willing to help and deliver business results
  • A superb communicator with a high level of customer empathy and enabling people to see them get to successful outcomes and make changes for their business
  • You take initiative and don’t just stick to the task at hand, you are able to look outside the box

Role requirements

  • 2-3 years experience within customer implementation, on-boarding, training or project management ,
  • Account management or sales looking to move in customer success (preferably within a SaaS environment)
  • Adept in managing a high velocity project cycle, juggling 5+ projects at any one time and managing a high-volume portfolio of accounts
  • Ability to plan your time appropriately
  • Ability to work cross functionally – work closely with sales, marketing, product team, leadership etc.
  • Good experience with CRM, ideally Hubspot
  • Give work your all, make an impact but have fun doing so!

What you’ll be doing

Onboarding / Implementation

  • Delight customers with a superb customer experience as a new customer of ezyCollect
  • Own the successful set-up and on-boarding of new customers
  • Project manage implementation of software, liaising with partners, different levels of the organisation to get product up and running within right time frames
  • Be an expert in our product, updating customers on new features and educating them on areas where they could get more value
  • Conduct training sessions (or refresher training for new users) for clients for (adjusting style and talk track to be relevant for different types of stakeholders) on how to use the platform and get the best from it

Account Management:

  • Manage the lifecycle of customers to ensure they have an exceptional customer experience with ezyCollect
  • Drive adoption, full utilisation and success of customers to ensure they renew
  • Work with customers to understand business outcomes they are looking to achieve and conduct quarterly business reviews
  • Build superb customer relationships across your portfolio
  • Identify opportunities to upsell to relevant product offerings that customers would get more value of
  • Churn management
  • Complete all administration and support activities to get customer on-boarded within the right time frames as well as maintaining CRM with accurate customer records and touch-points
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally
  • Program manage account escalations

Why join ezyCollect and what will you get from it?

We are one of Australia’s most exciting fintech startups and we pride ourselves in helping businesses to get paid faster and make better credit decisions. We are a very brave, fast-paced, customer-centric organisation and we are constantly experimenting and striving to achieve our next moonshot. At ezyCollect, we love each other very much but we are not a family. We are a high performing sports team. We are stars that strive to shine brighter with the help of each other. We like to share. We share our food (with around 20 different nationalities in our team, there is always something new to try out), our knowledge (ezyQuizzy), our fun times (Friday drinks and some considerable attempts at table tennis). You will get to work very closely with the founders and the leadership team. We fully trust you and give you the flexibility you need. In return we only expect you to care enough, be passionate about our customers and our people, be adaptable and own it.

On Offer

● There is an immense opportunity for the right candidate to grow together with the company and help shape the future of ezyCollect
● Being part of a passionate, entrepreneurial team where you’ll be valued for your contribution
● Dedicated training and coaching to help facilitate your career growth
● Insight/access into multiple facets of the business, giving a unique level of experience
● Laptop, headset, equipment and mobile provided
● Annual training budget provided
● Fun and collaborative work environment guaranteed

Apply Now

  • Max. file size: 256 MB.