To be responsible for onboarding, retaining, and growing customers by delivering exceptional support and guidance throughout their journey. This role works closely with internal teams to ensure customers maximize the value of the product, while building strong relationships through proactive communication, problem-solving, and continuous learning about innovative technology. Success in this position is measured by customer satisfaction, retention, and growth — not by the number of tickets closed

Salary Range: 30,000 - 40,000
Work Set-Up: Work onsite | Mon-Fri | 9:00PM - 6:00AM

Benefits:

• Leave Benefits: 5 Sick Leaves + 10 Vacation Leaves
• Allowances: Rice, Clothing/Uniform, Medical, and Meal Allowance
• Healthcare: HMO with 1 free dependent
• Parental Support: Paid Maternity and Paternity Leave
• Government Contributions: SSS, PhilHealth, and Pag-IBIG

Responsibilities:

• Provide high-quality, personalized support to customers at various stages of their lifecycle, including pre-sale, onboarding, and ongoing usage, with a focus on rapid response, accurate information, and a friendly demeanor.
• Build relationships with customers. When a regular customer contacts you, remember their name and know what makes their business tick.
• Comfortably communicate with customers over email, Slack, and on the phone. Choose the right communication channel for each customer and adapt your style accordingly.
• Prioritize where you spend your time, while making sole proprietors and large enterprise customers alike fanatical supporters of our product.
• Solve problems without a script or checklist.
• Get to know your colleagues across the company so youll know who to escalate issues to. Translate common customer needs into actionable advice for product management, engineering, and design to build a better product. Know how to talk to everyone, from engineers, to finance and to the CEO. You'll work closely with them all.
• Quickly become an expert on our product. Understand frequently asked questions and learn how to answer them by getting to know the product and its technology.
• Create support content such as support articles, video tutorials, and other information to make your job easier and help us scale.

Requirements:

• 2 - 5+ years experience in a customer support or customer success role.
• Strong sense of ownership and initiative, proactive self-starters who take action and solve problems independently.
• Technical curiosity and enthusiasm, enjoy exploring new technologies, personally and professionally.
• High customer empathy with the ability to adapt to users with different levels of technical knowledge.
• Excellent communication skills, collaborating with customers and internal teams.
• Experience with CAD and familiarity with the home improvement industry is a bonus.

Our Location: Unit 1E, Philexcel Annex, Clark Freeport, Mabalacat, 2003 Pampanga

Who we are:
Guerilla Staffing Solutions is a family-owned business with roots in both Australia and the Philippines. Our vision is to create enduring employment opportunities for our team members, and we are dedicated to fostering a positive, inclusive, and respectful work environment. We prioritize open communication, trust, and mutual respect among our staff and clients. We carefully partner with clients who value kindness and inclusivity in their treatment of employees, irrespective of their geographical location.