Job description
Join VA Masters as a Customer Support & Success Associate in Calapan City, Oriental Mindoro. This role blends frontline customer service with proactive customer success, helping clients maximize the value of our offerings while maintaining a local, personal touch.
As a key member of our support team, you will respond to inquiries, troubleshoot issues, and guide customers through onboarding and ongoing adoption. You will work closely with product and success teams to ensure high satisfaction and sustained engagement. We value clear communication, reliable data entry, and a proactive attitude that helps customers achieve their goals while you grow your professional skills.
What you will do includes guiding users, resolving concerns, documenting issues, and contributing to knowledge base improvements. We offer a supportive environment in a growing company where your contributions are recognized and rewarded. This full-time role is ideal for motivated individuals who enjoy helping others and want to build a career in customer success, SaaS, or tech support.
The position is based in Calapan City with local hours and training provided. VA Masters supports career growth in a dynamic, customer-focused environment where you can develop technical and relationship-building skills while making a meaningful impact for our clients.
Responsibility
- Provide timely and friendly customer support via email, chat, and phone with clear, empathetic communication.
- Guide customers through onboarding and product adoption to maximize value and reduce time to first success.
- Troubleshoot product issues, reproduce steps, and coordinate with product or engineering teams for resolution.
- Document interactions, update tickets, and contribute to a self-service knowledge base for faster resolutions.
- Monitor customer health signals, follow up on at-risk accounts, and strive for high satisfaction and retention.
- Collaborate with the Customer Success team to identify upsell opportunities and expand account usage where appropriate.
- Maintain accurate customer data in the CRM, ensure data privacy, and contribute to process improvements.
Qualification
- High school diploma or bachelor degree; equivalent experience considered.
- 1+ year in customer support or success, preferably in tech or SaaS.
- Excellent written and verbal English communication; strong interpersonal skills.
- Proficiency with CRM systems (such as Zendesk, Salesforce, or Freshdesk) and accurate data entry.
- Problem-solving mindset with the ability to troubleshoot and resolve issues quickly.
- Ability to multitask, manage time effectively, and stay organized in a fast-paced environment.
- Positive, customer-centric attitude and a collaborative team player.