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Customer Support Specialist- Philippines

Philippines

Our Story:

Unlocking the Ageless Revolution for Patients and Practices:

With 1.5 million users, over $1 billion in revenue, and ranking among the Top 200 apps globally, RepeatMD is leading the charge.

Fresh off our Series A, we're expanding into new verticals.

Today, as a B2B SaaS company in the Aesthetics and Wellness Industry, we proudly serve 3,000+ clients across all 50 states—and we're just getting started on going global.

We are looking for those who are passionate to join our mission!

Overview:

We are growing our team in the Philippines! As a Customer Support Specialist, you will play a pivotal role in ensuring the highest level of customer satisfaction by providing expert assistance and resolving complex inquiries or issues. You will serve as a mentor to junior support team members, lead by example, and contribute to the continuous improvement of our customer support processes.

Responsibilities:

  • Provide advanced technical and non-technical support to customers' emails (no phone calls).
  • Act as a subject matter expert on our products/services, demonstrating deep knowledge and understanding to effectively address customer inquiries and concerns.
  • Resolve escalated support tickets and complex customer issues in a timely and professional manner, ensuring resolution and customer satisfaction.
  • Mentor and coach junior support team members, providing guidance, training, and support to enhance their skills and knowledge.
  • Collaborate cross-functionally with other departments, including product development, sales, and marketing, to communicate customer feedback and drive improvements.
  • Analyze support metrics and customer feedback data to identify trends, patterns, and areas for improvement, informing strategic decision-making and resource allocation.
  • Contribute to the development and maintenance of the company's knowledge base, FAQs, and support documentation to facilitate customer self-service and improve support efficiency.
  • Participate in special projects or initiatives aimed at enhancing the customer support experience and achieving organizational goals.

Requirements

  • Bachelor’s degree
  • At least 5 years of experience in client support or customer service.
  • Strong technical aptitude and ability to quickly learn and understand complex products/services.
  • Proficiency in using customer support tools and systems, such as Zendesk, JIRA, Intercom.
  • Ability to thrive in a fast-paced environment, prioritize tasks effectively, and manage multiple priorities simultaneously.
  • Passion for delivering outstanding customer experiences and a commitment to continuous improvement.
  • Excellent problem-solving skills and the ability to work collaboratively with international teams across different time zones.
  • Fluent in English
  • MUST be able to work a 9-hour shift within the US EST timezone 8:00 am to 8:00 pm

 

We are offering a salary of PHP 450,000-500,000 for this role dependent on years of experience

 

RepeatMD is an Equal Opportunity Employer. We highly value diversity of thought and experience at our company and encourage people of all backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics. 

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