Customer Success & Support Specialist (SaaS)

Remote

Full Time

Experienced

We are looking for a Customer Success & Support Specialist to join a fast-growing SaaS platform that helps businesses and communities simplify online gifting and personalized e‑commerce. In this role, you will help customers get the most value from the platform, assist with onboarding, resolve inquiries, and support day-to-day operations, ensuring a smooth and positive experience.

This is a great opportunity for someone eager to gain hands-on experience in SaaS customer success, operational workflows, and support processes. You will work closely with internal teams, manage customer interactions, and maintain accurate records and documentation to keep operations running efficiently as the company continues to grow.

Salary Range: up to 75,000 per month | ($7.5/hr)
Note: Rate/Salary will depend on your current competencies matched to the position's job description and requirements based on the assessment results.

The Benefits

Work Set-up: Permanent Work From Home
Attendance Bonus of $ 25 for every monthly perfect attendance
Performance Bonus
Anniversary Bonus of PHP 5,000 for your 1st year in service and PHP 10,000 for 2 years in service
Referral Bonus of $ 300 for every successful referral
Holiday Paid Time Off (PTO) for 7 days a year
Paid Time Off (PTO) for 6 days a year
Healthcare Plan

Core Responsibilities

Customer Support & Communication

Serve as the primary customer-facing bridge between Customer Success and Support teams for the platform’s distributors.
Manage inbound communications via Intercom and email, responding to product questions, onboarding support, and general inquiries.
Provide clear, calm, and professional communication during urgent or high-pressure situations, particularly during peak or holiday periods.
Escalate technical, product, artwork, pricing, or fulfillment issues to the appropriate internal stakeholders.
Document interactions and highlight recurring trends or friction points to improve customer experience and lifecycle workflows.

Product Demos & Onboarding Support

Run templated, high-level product demos via Teams for new and existing distributors.
Support distributors from initial inquiry through store activation, assisting them in navigating setup and approvals.
Help ensure customers understand platform expectations and processes.

Lifecycle & Process Improvement

Partner with the Customer Success Lead to refine and execute lifecycle touchpoints and engagement triggers.
Share anecdotal insights from customer interactions to improve automations, nudges, and engagement flows.
Contribute to refining templates, demo scripts, and onboarding materials to improve efficiency.
Participate in weekly cross-functional team calls and maintain organized documentation.

Must-Haves

3+ years experience in Customer Success, Onboarding, Support, or other customer-facing roles (SaaS/B2B experience preferred but not required).
Strong written and verbal communication skills in English.
Comfortable running structured product demos via video call.
Experience handling high-volume inbound communication (email/chat).
Calm, composed, and professional under pressure with strong empathy and expectation-setting skills.
Comfortable learning and navigating multiple systems and tools quickly.
Data-aware mindset, able to identify patterns in customer behavior and questions.
Ability to work Eastern Standard Time (8am–5pm EST).

Nice-to-Haves

Experience with Intercom, ActiveCampaign, Notion, CMS/OMS/PIM systems, or similar platforms.
Exposure to Customer Success automations, behavioral triggers, or lifecycle marketing workflows.
Background in B2B or relationship-driven industries.
Experience supporting onboarding or activation flows.
Familiarity with documentation-heavy environments and cross-functional collaboration.

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How many years of hands-on experience do you have in Customer Success, Customer Support, or Onboarding roles?

Briefly describe your role, the type of team you supported (CS, Support, or Onboarding), and the scope of your responsibilities.*

Describe your experience handling high-volume inbound communication (email, chat, Intercom, or similar).

Include examples of your daily or weekly volume and how you managed priorities efficiently.*

Have you run structured or templated product demos for customers?

If yes, describe your experience conducting demos via video call (Teams, Zoom, etc.), for new or existing customers.*

Have you supported onboarding or customer activation workflows?

If yes, describe your role in guiding customers from initial inquiry through activation, store setup, or account approval.*

Describe your experience escalating issues or communicating with internal teams.

Include examples of technical, product, artwork, pricing, or fulfillment issues you escalated and your approach to keeping stakeholders informed.*

Which CRMs or customer management platforms have you used (e.g., Intercom, ActiveCampaign, Salesforce)?

Describe your experience tracking customers, logging interactions, and maintaining records.*

Have you used Notion, Google Docs, or other tools to document processes, templates, or SOPs?

If yes, describe what you maintained and how the team used it.*

Have you contributed insights to lifecycle campaigns, automations, or customer engagement flows?

Describe how you shared feedback from customer interactions to improve processes or behavioral triggers.*

Do you have experience working in SaaS, B2B, or service teams where execution quality and timelines were critical?

If yes, describe the environment and your role in keeping work on track.*

Customer situations can get urgent, especially during peak periods. How do you handle high-pressure or stressful situations?

Provide examples demonstrating empathy, professionalism, and expectation-setting.*

Describe how you maintain professionalism and composure during high-pressure or urgent customer situations.

Include examples showing empathy, emotional maturity, expectation-setting, and your approach to staying calm while resolving customer issues.*

How do you approach identifying issues and deciding when to escalate versus resolving independently?

Share examples of situations where you needed to balance customer needs, internal processes, and escalation to the appropriate team.*

Describe how you identify patterns or recurring themes in customer interactions.

Include examples of how you used insights from customer behavior to improve workflows, lifecycle touchpoints, or engagement flows.*

Please list all the tools, platforms, or systems you have used to support Customer Success, Support, Onboarding, or related workflows.

Include CRMs, communication platforms, project/task management tools, documentation tools, automation platforms, or any other software relevant to managing customer interactions and processes (e.g., Intercom, ActiveCampaign, Notion, CMS/OMS/PIM systems, Google Workspace, Teams, etc.).*

This role offers a monthly salary of Php 75,000, depending on experience.

*How much would be your actual expected rate in peso.*

Do you have any appointments/events that will require you to go on leave for the next 3 months from your hire date? If yes, list all the dates. If none, write N/A*

List all the necessary details.
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Do you have an experience working GY shift?* YesNo

Are you willing and open to work GY?* YesNo

Can you share your recent experience working GY and note the date/year (eg: 9AM-6PM ET - Oct 2025)*

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As part of our standard process, we require professional references for a background check once shortlisted. Are you willing to undergo a background check and provide 2-3 professional references?* YesNo

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Note: References will only be contacted in the final stages of the application process.*

I hereby declare that all information provided in my application with GrowthAssistant is accurate, complete, and true to the best of my knowledge. I understand that any inconsistencies found in the information provided at any stage of the recruitment process may result in the automatic rejection of my application. I understand and acknowledge that I will no longer be considered placeable with GrowthAssistant if any discrepancies are identified.*

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Customer Success & Support Specialist (SaaS)

Core Responsibilities

Must-Haves

Nice-to-Haves

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