[Remote] Customer Support (B2B Customer Success) Specialist

Note: The job is a remote job and is open to candidates in USA. eFlexervices is a premier BPO company with a 24-year track record of excellence, dedicated to empowering talent and optimizing career performance. The Customer Support Specialist acts as the primary point of contact for e-commerce merchant partners, ensuring high-quality communication and support while managing incidents and facilitating onboarding processes.ResponsibilitiesAct as the First Line of Response: Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary)Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm responseUphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable toneEnd-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area (Edge Delivery / Protect / ID), severity, and reproduction stepsIntelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business dayOwnership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks."Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordinationTechnical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teamsMilestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on scheduleDaily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasksWeekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concernsCRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibilitySkills2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environmentProven track record of managing high-volume communication (Slack-heavy workflows are a plus)Proficient experience in using Jira and HubSpotExpert-level familiarity with Slack and Google WorkspaceAbility to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineersA 'speed-to-lead' mindset with the ability to maintain a 5-minute response time without sacrificing qualityAn 'inbox zero' mentality and the instinct to follow up on stalled tasks before they become problemsExceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messagesThe ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2)BenefitsCompetitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.Company OvervieweFlexervices is a BPO company that provides technical support, marketing assistance, sales development, and operational assistance services. It was founded in 2001, and is headquartered in Burlingame, California, USA, with a workforce of 51-200 employees. Its website is https://www.eflexervices.com.