Customer Success Associate (PHILIPPINES Remote)
About the role
Customer Success Associate
📍 Location: Manila, Philippines
💼 Department: Client Operations Support (COPS)
Are you passionate about delivering exceptional client experiences? Do you thrive in a fast-paced environment where attention to detail and proactive communication make all the difference? If so, we want YOU on our team!
About the Role
As a Customer Success Associate, you’ll be the primary point of contact for our clients, ensuring their needs are met with precision and care. You’ll manage case-related concerns, oversee service delivery, and maintain compliance with client-specific standards and SLAs. Your role is critical in building trust and driving client satisfaction.
Why Join Us?
- Be part of a dynamic, collaborative team that values client success.
- Enjoy a normal office environment with flexible working hours.
- Opportunity to grow your career in client operations and relationship management.
What You’ll Do
- Serve as the go-to expert for client queries and case requirements.
- Day to Day Client Interaction (Client Query Support)
- Monitor and manage cases to ensure timely delivery aligned with SLAs.
- Review documentation for accuracy and completeness.
- Provide feedback to internal teams and proactively communicate with clients about delays or updates.
- Management and ownership of the client SLA
- Case governance resulting to achieving client SLA’s
- Handle first-level client escalations and ensure smooth resolution.
- Dispatch client reports with accuracy and professionalism.
What We’re Looking For
- Education: Bachelor’s degree in business, Marketing, Commerce, or related fields.
- Experience:
- 1–2 years in client-facing roles and experience in client management
- Experience in client coordination, account support, operations support, or customer engagement
- Comfortable handling multiple ongoing requests, not just one‑off tickets
- Strong organization, follow‑up, and documentation skills
- Clear written and verbal communication
- Comfortable working with trackers, reports, and basic documentation
- Skills:
- Strong communication and interpersonal skills
- Highly organized and detail-oriented
- Proactive, customer-focused mindset
- Ability to take initiative and work independently
This role is a strong fit if you’ve worked as:
- Client operations or engagement associate
- Account coordinator / account support
- Administrative or operations support with external stakeholders
- Customer support with ownership beyond ticket resolution
Important Note: The valid NBI Clearance is a required document during the interview process.