Customer Success & Community Engagement Lead

GrowthAssistant is seeking a skilled and motivated Customer Success & Community Engagement Lead. This role involves providing exceptional service by addressing inquiries and troubleshooting issues via email or chat. In this role, you will ensure accurate and consistent responses, and escalate complex issues when necessary to ensure timely resolutions and a seamless customer experience.

Salary: Up to Php 60,000 depending on experience

The Benefits:

• Work From Home
• Attendance, Performance, and Referral Bonuses
• Paid Holidays and Time Offs
• Health Insurance Card

Must Have:

• 2+ years in people/lead management in customer support teams or related roles
• Experience managing ticketing systems.
• Experience managing and moderating online communities
• Strong problem-solving skills and ability to handle high-pressure situations.
• Excellent written communication skills.

Nice to Have:

• Familiarity with trading platforms or subscription-based models.

Core Tasks:

• Monitor and manage customer support through a ticketing system (email, live chat, and Discord).
• Act as the go-to escalation point for complex or high-priority customer issues.
• Support a team of GrowthAssistants to ensure efficient support coverage and helping them troubleshoot issues
• Identify patterns in support issues to flag potential sitewide problems and coordinate resolutions.
• Maintain high customer service standards and implement strategies to reduce response times.
• Collaborate with the CEO to refine support workflows and processes.
• Provide an end-of-day recap via Discord to ensure effective communication and transparency.

Job Type: Full-time

Pay: Php50,000.00 - Php60,000.00 per month

Benefits:

• Paid training
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift

Work Location: In person