Customer Success Agent

Job Title: Customer Success Agent

Location: Double Dragon, Pasay

Onsite Full-time, Shifting Schedule

Role Overview

We are looking for a tech-savvy B2B Customer Success professional with strong communication, troubleshooting, and relationship-management skills. This is a blended customer-facing role handling chat, email, video calls, and all other approved customer communication channels. The role focuses on customer retention, renewals, onboarding, troubleshooting, and account growth.

Key Responsibilities

• Conduct proactive customer outreach and retention calls.

• Handle basic sales inquiries and identify upsell/account-growth opportunities.

• Conduct customer onboarding and training through video calls.

• Monitor customer health, usage trends, and tickets using Zendesk/CRM.

• Provide remote troubleshooting for software and hardware concerns.

• Build strong customer relationships and support renewals and repeat business.

• Proactively identify customer needs, risks, and opportunities for account growth.

Qualifications

• 1–3 years B2B Customer Success experience with software/hardware troubleshooting, onboarding, retention, renewals, and account growth.

• Proven ability to drive customer onboarding, retention and repeat business

• Proven ability for technical support

• Strong written and verbal communication skills; fluent English.

• Experience with CRM/ticketing platforms; Zendesk experience is an advantage, although experience with comparable systems may be considered.

• Strong analytical, problem-solving, and interpersonal skills.

• High emotional intelligence and a proactive, business-oriented mindset.

• Tech-savvy and comfortable troubleshooting software and hardware remotely.