Customer Success Specialist

Role: Customer Success Specialist

Check out our awesome team here.

Supervisor: Customer Support Manager

Employment Status: Contracted (48 hours/week)

Location: Manila, Philippines

Job Description

Cleeng is the Subscriber Retention Management Company. We help our clients create a long-life relationship with their subscribers by providing predictive analytics. Our solutions are used by market-leading brands like Sinclair Broadcast Group, CBC, Broadway HD, Korean Content Platform, McFit, and many others. Cleeng’s fully SaaS solution is built for scalability, flexibility, robustness and innovation.

Working at Cleeng is rewarding, fun, and challenging. We thrive on innovation. If you want to join a fast growing business, and make a real contribution, come join our team and help shape the future of video consumption.

About the role

Cleeng is breaking down the old BPO call centre stigma and is reinvesting proactive support! The successful candidate will have a strong technical background and experience working with SaaS platforms. The candidate will also have a deep understanding of how APIs work. Your ultimate objective is to provide the highest level of support to our clients and their end users through our omni-channel (email, chat and phone) approach creating a frictionless and flawless user experience. This will be achieved by; troubleshooting consumer concerns, identifying trending issues, performing root cause analysis and proactively managing all inquiries. Cleeng is looking for Customer Success Specialists who show a high sense of proactivity and ownership. it is important that you communicate effectively and efficiently and that you make the best use of your strong analytical and problem-solving skills. As per our team mantra we “Go the Extra Mile”.

To keep up with the constantly evolving technology, the Customer Success Team is constantly trained whenever a product is upgraded or launched.

Your Mission

As a Customer Success Specialist, you make a crucial contribution to the success of the company by working closely with Cleeng’s broadcasting clients and industry partners by supporting them to maximise the useability of the platform. You will also provide front line support to end-users on behalf of our clients globally. At Cleeng we truly believe in strong personal development and creative thinking. You will have the opportunity to connect with our global offices, learn from industry leading professionals and best of all have your voice heard!

Principal Responsibilities

• Provide frontline customer support to Cleeng’s clients, partners and end-users
• Fully monitor live events and provide top-notch customer service via Zendesk – email, phone and chat support.
• Liaise with our clients and their viewers before, during and after the events.
• Identify any trending issues and use strong problem-solving skills to resolve or escalate the matter quickly and efficiently.
• Validate the event set-up process.
• Work on any extra assigned tasks.
• Go the extra mile.

Principle Accountabilities

• Meet all KPI’s
• Intact attendance
• Generating high customer satisfaction scores
• Completing designated tasks/projects.
• Being responsible for the specific duties that go along with the role.
• Being consistent in doing the right thing in all aspects pertaining to the role.
• Embracing challenges.
• Working together towards a common goal for the organization

Education and Experience

• Degree in Computer Science/ E-commerce/ Business Studies/ Information Technology equivalent. preferred
• 3+ years experience in a support role
• Experience working with a Software as a Service (SaaS) platform preferred
• Working within the E-commerce, Media, Telecommunication or OTT industry is a big plus.
• Experience with Zendesk or similar CRM for Chat and Email support
• Advanced PC skills in Microsoft Office
• Strong communication skills.
• Fluent English

Learn more about Cleeng here.