Happy Money is looking for a Customer Success Specialist to provide direct support and help our customers navigate their memberships and accounts. You'll be instrumental in ensuring customers feel valued and understood with every interaction as we grow and build the foundation for an amazing customer experience.
What You'll Do
- Provide exceptional customer service via phone, email, and other channels, handling inquiries related to memberships, accounts, visits, and general feedback.
- Execute on established playbooks to resolve customer issues efficiently while assisting in documenting and improving existing processes.
- Work cross-functionally with operations and growth team members to resolve customer questions.
- Collaborate with the Success team to identify patterns of customer pain points, refine support processes, and improve the customer experience.
- Assist with account updates, data management, and the analysis of customer support trends.
- Document and track key learnings and ongoing issues, sharing insights with other teams for visibility.
- Help with other customer success projects as needed, such as outreach for payment updates, proactively requesting feedback, and researching accounts.
What We're Looking For
- Customer Empathy: You are an exceptional listener who cares deeply about understanding and helping with customer needs, with a genuine desire to resolve issues.
- Communication Skills: Top-notch written and spoken communication abilities in English. You are comfortable and confident in English conversations.
- Ownership and Dependability: A strong sense of responsibility and the ability to deliver consistent, reliable results.
- Team Player: You are highly collaborative and thoughtful in your approaches, whether working with your own team or cross-functionally, and you build trust easily.
- Adaptability and Curiosity: Comfortable with ambiguity and eager to embrace new challenges. You aren't afraid to get creative to solve new problems and can learn new tools with ease.
- Growth Mindset: An eagerness to learn and grow within a fast-paced, evolving environment.
Team & Environment
You will collaborate closely with the Success team and work cross-functionally with operations and growth team members.
Work Mode
This is a local-country position based in the Philippines.
Happy Money is an equal opportunity employer.
