[Hiring] Client Success Specialist @Foundry for Good

Role Description

We are seeking a customer-focused and highly organized Customer Support Representative to help Tradewing provide an exceptional experience to organizations and their partners. This role focuses on responding to customer questions, troubleshooting issues, providing clear guidance, and helping customers get the most value from Tradewing’s product and services.

The ideal candidate is an excellent communicator who enjoys solving problems, learning technology, and helping people. You’ll work closely with customers and internal teams to resolve questions efficiently, identify recurring issues, and contribute to an excellent overall customer experience.

Responsibilities

• Respond to questions and support requests through email and other communication channels
• Help clients understand and effectively use Tradewing’s products, features, and resources
• Troubleshoot issues and identify appropriate solutions or next steps
• Communicate clearly and professionally; escalate technical or complex issues to the appropriate internal team when needed
• Maintain accurate and detailed records of customer interactions and support requests
• Identify recurring customer questions or challenges and share insights with internal teams
• Help improve customer support processes, documentation, FAQs, and educational resources
• Track customer support activity and engagement metrics to help inform improvements to the support experience

Setup

• This is a work-from-home setup
• Target of 42.5 billable hours per week
• This role will primarily work Australia/New Zealand business hours

Requirements

• Based in the Philippines with consistent availability for a long-term role
• Exceptional English verbal and written communication skills
• Strong academic background with an outstanding General Weighted Average
• Strong customer service and problem-solving abilities
• Highly organized with exceptional attention to detail
• Comfortable learning and supporting technology-based products

Benefits

• Paid vacation time: 20 days accrued annually
• These paid days off each equate to 8.0 hours of billable time
• Expect to use 5 of the days during the Christmas – New Year’s period
• Paid sick time: 5 sick days off annually
• Paid life leave: 15 days accrued annually
• Once per year in December, you can cash out any accrued life leave time. Every 5 days your cash out is worth about $300
• Paid holidays: You have 7 paid US holidays
• Additional benefits: Bereavement Policy