[Hiring] Customer Success & Support Representative @MultiplyMii

Role Description

As a Customer Success and Support Representative, you will own the customer relationship after the sale. You are responsible for:

• Answering inbound phones and email.
• Entering orders accurately and on the same day.
• Resolving warranty and order issues quickly and professionally.
• Conducting outbound calls to welcome new commercial accounts and re-engage lapsed accounts.
• Keeping customer information up to date and logging outcomes on every call.

This role exists because every customer relationship in the company is unusually valuable, and the difference between an account that activates and one that goes quiet is usually a single conversation.

Qualifications

• Proven night-shift tenure: 2+ years already worked on a fixed US-hours schedule (graveyard in Manila time).
• Outbound calling experience: A real history of outbound customer calls.
• US customer service experience: 2+ years serving US customers in customer service or ecommerce support.
• Tested spoken English, by phone: Warm, clear, professional phone presence.
• Home office: Verified high-speed internet and a quiet space for professional calls.

Requirements

• Proactive customer success: Onboarding calls, reactivation calls, and collection calls.
• Log every call in HubSpot with an outcome and reason code.
• Answer inbound phone calls professionally and helpfully.
• Enter all orders the same day and accurately.
• Resolve warranty and quality issues by phone and email.
• Follow up on delayed or misshipped orders.
• Run autoship monthly and respond to Amazon customer issues within 24 hours.
• Keep customer records current and process tax exemption certificates.
• Handle routine accounts receivable touches.
• Document processes and suggest improvements.

Benefits

• Bonus: Profit-share bonus or 13th month pay.
• PTO: 15 days (120 hours) per year, with additional floating holidays.
• Paid Holidays: 11 US holidays observed as paid days off.
• Equipment and Supplies: Up to $400 per year in office supply reimbursement after six months.