Customer Support Specialist

About Workstream

Workstream is a technology startup with a core focus on remote work culture, headquartered in San Francisco's SOMA district. More than 60% of its team works remotely worldwide, and this Customer Support Associate role is fully remote, requiring work during US business hours.

Role Overview

As a Customer Support Specialist at Workstream, you will act as the primary liaison for customers via phone, email, and chat, handling a wide variety of inquiries and issues concerning Workstream's platform. You will be supported by cross-functional teams including sales, engineering, customer success, and product management to ensure customer success.

Responsibilities

• Serve as the main contact for customers, providing timely and accurate assistance on product-related questions and concerns.
• Aim for excellent service metrics such as a median first response time under one minute, issue resolution within 24 hours, and achieving a customer satisfaction (CSAT) score of 95% or higher.
• Identify and escalate bugs, feature requests, or user errors appropriately to colleagues or engineering teams.
• Maintain a consistently positive, empathetic, and professional attitude in all customer interactions.
• Follow up proactively until customer issues are fully resolved.
• Contribute to the company's growth by participating in initiatives like training junior staff, product testing, and recommending product enhancements.
• Collaborate with the Customer Success team to onboard new clients and implement requested platform modifications.
• Create and update internal and customer-facing knowledge resources, including articles and instructional videos.

Requirements

• Between 1 to 3 years of experience in customer support or a similar client-facing role.
• Fluent verbal and written English communication skills capable of engaging globally.
• Experience providing support via phone.
• Familiarity with help desk software and remote assistance tools.
• A stable, high-speed internet connection (minimum 50 Mbps) with capability to provide proof of speed test results.
• Availability to work in alignment with US time zones for regular shifts.
• Willingness to attend occasional face-to-face meetings within Metro Manila.
• Adaptability to evolving processes and a proactive mindset towards process improvements.

Additional Information

This position offers the opportunity to grow with an innovative Silicon Valley-based startup and contribute meaningfully to both customer satisfaction and internal team development. The role is designed for a motivated individual committed to long-term success and collaboration across diverse teams.