Inbound Digital Customer Representative

Location: Remote from Manila, Philippines

Company

hirify.global creates intuitive products that support learning, personal development, and career growth.

What you will do

• Own the Customer Success inbound queue across email, Slack, and Jira for non-technical customer inquiries.
• Use AI-powered tools, internal AI agents, and Knowledge Base resources to synthesize customer context and draft accurate, empathetic responses.
• Triage requests into support issues, adoption blockers, and commercial opportunities.
• Identify at-risk customers, escalate issues when needed, and guide users toward self-service resources.
• Maintain customer interaction records in Salesforce and Gainsight while collaborating with Finance and AR on billing and administrative blockers.
• Analyze inbound trends and customer signals to support toolkit creation and surface growth opportunities to Sales Account Executives.

Requirements

• Bachelor’s degree or equivalent.
• Demonstrated ability to use AI and automation tools to streamline workflows and process information.
• Exceptional written and verbal communication skills, with empathy and clarity.
• Ability to set expectations, solve problems, triage complex situations, and manage issues to completion under time pressure.
• Ability to multitask, prioritize in a changing environment, and use internal and external resources strategically.

Nice to have

• Experience in a high-volume customer-facing role in Support, Customer Success, or Account Management.
• Proficiency with Salesforce and ticketing platforms.
• Customer-facing experience in EdTech or software companies.

Culture & Benefits

• Competitive compensation and an ownership program for full-time employees.
• Remote, hybrid, and in-office collaboration options vary by role, team, and location.
• Generous time off, local holidays, and an annual late-December recharge period subject to departmental needs.
• Wellness programs, mental health support, learning resources, professional development tools, and tuition reimbursement.
• Inclusive culture with employee recognition through the Motivosity program.

Hiring process

• Successful candidates must pass a background check.
• Identity verification may include legal name, current physical location, contact number, and residential address in accordance with local privacy laws.