Customer Experience Specialist

Founded in 2015, Knit People is a global leader in business administration services, specializing in global entity management, corporate secretarial services, and comprehensive payroll and HR administrative support. With a mission to empower businesses by ensuring compliance across borders and supporting their global growth, we help companies streamline their operations while adapting to ever-changing regulatory landscapes. We currently support businesses across 40 countries and have offices in Canada, China, Malaysia and the Philippines.

We are currently looking for a customer-centric, energetic Customer Experience Specialist to manage and support the expansion of our SMB client portfolio. This role will work closely with the payroll, sales and marketing teams to meet customer needs and financial objectives.

Please note that this position is currently remote but will transition to an in-office role. This is for a NIGHT SHIFT position. As the company moves to an in-office environment, the office will be located in Makati.

Key Responsibilities:

• Develop a trusted relationship with customers and accounting partners to prioritize the achievement of their business goals
• Respond to customer phone and email enquiries as needed throughout operational hours
• Identify opportunities to expand customer usage of Knit's products and services
• Collaborate with marketing and sales teams to support customer expansion
• Identify barriers to customer renewals and mitigate customer churn
• Collaborate with the product development team on customer feedback
• Possess the most updated knowledge of Knit's products and services offerings and product roadmap
• Proactively deliver product updates to customers
• Periodically prepare business reviews to ensure customers are maximizing Knit's offerings

Qualifications

• Bachelor's degree in Business, Commerce, Management, Accounting or similar field.
• 3 years customer experience or support experience, preferably working with small to medium size businesses or
• 2 years’ experience in a client-facing role, preferably with ADP, an accounting firm, or a similar EOR/payroll environment.
• Overseas CX experience, specifically in the USA, Canada, UK, or Australia
• Proficient in both spoken and written English, with excellent communication skills..
• Exceptional organizational skills and meticulous attention to detail, with a strong ability to spot errors and inconsistencies.
• High degree of responsibility and the ability to work efficiently under pressure, adapting quickly in a dynamic and fast-paced environment.

Benefits Include

• Night differential on your basic pay.
• 10 vacation days plus public holidays and 5 personal days, plus paid leave during Christmas week or a bonus if worked.
• P240,000 MaxiCare HMO coverage for yourself and 50% co-pay for two dependents. Additionally, Knit will reimburse you for out-of-pocket over-the-counter medications.
• Education reimbursement for any courses or training related to your role.
• Rice and internet allowance when working remotely.
• Transportation and meal allowances when working in the office.

Job Types: Full-time, Permanent

Pay: Php30,000.00 - Php35,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Flexible schedule
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Staff meals provided

Application Question(s):

• The position will begin remotely and transition to a full-time, 5-day in-office role at our Makati office. Are you open to working in the office once the transition takes place?
• Is there anything else that you would like us to know?
• Would you be comfortable with an in-office night shift role at our Makati office, with working hours: 12:00 a.m. (Midnight) – 9:00 a.m. PHT or 10:00 p.m. – 7:00 a.m. PHT or 11:00 p.m. – 8:00 a.m. PHT.

Education:

• Bachelor's (Required)

Experience:

• Customer support: 2 years (Required)

Language:

• English (Required)

Work Location: In person