Senior Customer Advocate

TL;DR

Senior Customer Advocate (SaaS): Primary point of contact for customer inquiries, guiding users through platform navigation and ensuring smooth experiences with an accent on empathy, clear communication, and issue resolution. Focus on owning end-to-end customer interactions, collecting feedback, and escalating technical issues while meeting CSAT and response time goals.

Pasig, Metro Manila, Philippines

Company

Global B-Corp delivering world-class client experiences, employing over 1,000 team members across five countries with plans to reach 5,000 by 2027.

What you will do

• Handle customer consultations via calls, email, or chat with empathy and professionalism
• Guide users on platform navigation, features, and tasks using help resources and workflows
• Own end-to-end communications, ensuring timely follow-ups and resolutions
• Escalate technical issues to support teams without performing diagnosis
• Collect and share customer feedback and trends with internal teams
• Contribute to support resources like help articles and meet team goals for CSAT and response times

Requirements

• Bachelor’s degree in any field
• 2+ years of customer service experience across email, phone, or chat
• Experience supporting SaaS products or in a tech environment
• Strong verbal/written communication and phone handling skills
• Analytical thinking, attention to detail, and solutions-oriented mindset
• Comfortable in fast-paced environment, adaptable, and able to work independently
• Basic knowledge of Google Workspace, Microsoft Office, and modern tools like Zendesk or Intercom (plus)

Culture & Benefits

• Core values: Authenticity, Curiosity, Dynamic, Ambitious Vision with Operational Excellence, Empathy
• Global team united by shared values for meaningful impact
• Fast-moving, growth-stage environment focused on client satisfaction and service excellence
• Opportunities to grow and contribute to company purpose of dignified work worldwide