Customer Service Specialist - Remote

Overview

As a Customer Service Specialist at Esusu, you will be part of a proactive team dedicated to delivering best-in-class customer experiences across multiple channels, while helping to dismantle barriers to housing for working families.

In Short

• Serve as an empathetic resource across all communication channels.
• Develop an understanding of Esusu's products and policies.
• Drive proactive resolutions using Next Issue Resolution practices.
• Troubleshoot mobile apps and web workflows.
• Document interactions and maintain accurate records.
• Monitor trends to prevent issues before they escalate.
• Contribute to standard operating procedures and knowledge content.
• Represent customer feedback in cross-functional discussions.
• Analyze performance metrics for continuous improvement.
• Identify cross-sell and up-sell opportunities.

Requirements

• 3+ years in high-volume omnichannel support or customer success.
• Ability to conduct root cause analysis and implement improvements.
• Proficiency with ticketing systems like Zendesk.
• Exceptional written and verbal communication skills.
• Track record in driving customer outcomes and handling sensitive data.
• Consultative support mindset for identifying customer needs.
• Ability to troubleshoot mobile applications and online experiences.
• Strong attention to detail and ability to work independently.
• Experience in creating or maintaining SOPs and knowledge content.
• Fluency in English; Spanish is a plus.

Benefits

• Competitive salary aligned with experience.
• Remote-first work environment with core availability during Eastern Time.
• Generous PTO policy including vacation and sick leave.
• Comprehensive health coverage.
• Government-mandated benefits including SSS and PhilHealth.
• Work tools provided including a laptop.
• Team get-togethers for connection.