[Hiring] Customer Success Associate @Outsource Access

Role Description

This is a remote position.

At Outsource Access, we help over 5 million families unlock the everyday magic of parenthood through our partner client, a leading parenting technology company. We don't just answer support tickets—we make sure every parent feels taken care of by combining real pediatric expertise with data science to guide them through their unique journey.

How You’ll Make a Difference

• The Voice of Calm: You are the primary touchpoint for parents, handling sensitive or frustrated interactions with patience and care. You ensure that every inquiry is responded to in a timely, empathetic, and accurate manner, creating a positive experience even during stressful moments.
• The Problem Solver: You don’t just log issues; you resolve them. Using tools like Zendesk and Jira, you troubleshoot login errors, account access problems, and billing inquiries, diagnosing the root cause yourself whenever possible.
• The Knowledge Bridge: You translate technical app limitations and functionalities into clear, simple language that non-technical users can easily understand. When issues are complex, you escalate them to internal teams like Software Engineering while keeping the customer fully informed of the status.
• The Insight Generator: You actively improve the support ecosystem by converting recurring questions into clear FAQ articles and flagging common bugs. You also assist in beta testing, collecting critical issue reports and feedback to help the product evolve.

Qualifications

• At least 1 year of customer support experience
• Excellent written communication skills with perfect grammar
• Strong problem-solving skills
• Genuine passion for helping families thrive
• Experience using tracking apps or tools that improve a child’s sleep or behavior (bonus)
• Comfortable navigating multiple apps, social media, and internal portals simultaneously
• Experience with ticketing software like Zendesk (highly preferred)

Requirements

• Your own reliable device (BYOD)
• A high-speed internet connection
• Ready to work a consistent night shift schedule remotely

Benefits

• Your Wellness & Security
• Comprehensive HMO coverage with a top provider
• Group Life Insurance benefit for added protection
• Paid leave credits for rest and reset
• All government-mandated benefits handled properly and on time
• Your Financial Rewards
• Performance incentives for results
• Overtime Pay for extra hours and Night Differential for late hours
• 13th Month Pay as a well-earned bonus