Customer Support Advocate

We are looking for a Customer Support Advocate to join Ignition on an 18-month fixed term contract. In this role, you will be the first point of contact for our clients, owning customer communications from initial request through to resolution. You will also play a key role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business. Working primarily between 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday).

What your day to day will look like:

• Be a product expert in all areas. Become an encyclopedia of knowledge about how Ignition works and what it is capable of.
• Own customer communications and issues from initial contact until resolution. We use Intercom to do most of our support, but you’ll also be talking to customers on the phone every now and then.
• Collect customer feedback and influence the direction of the product.
• Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
• Develop and improve processes to scale support with the growing business.
• Create and maintain both internal and customer-facing documentation such as knowledge base articles.
• Work closely with Key Account Managers, Retention and Implementation, Marketing teams
• Your standard schedule will fall within the hours of 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday. From time to time, you may be asked to adjust your hours to support urgent requests or provide coverage when other team members are on leave.

Qualifications

What you need to succeed:

• Previous experience in a customer support role. 
• Proficiency with various Computer Software Systems, Such as; Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom. 
• Ability to comfortably talk to others, 
• Good written and oral communication skills for creating professional documents and giving presentations to interested clients, 
• Good time management and organisational skills
• Ability to Listen to Concerns and Handle Criticism without taking it personally
• Engage in robust and articulate dialogue while maintaining an open mind. 
• Happy to work both autonomously, but also with a strong team ethic. We may reward individual effort, but we most certainly play as a team in everything we do

Who you are

• You have a high attention to detail
• You don’t shy away from feedback and you take it on board
• You have terrific communication skills – both written and verbal
• You’re systems and process driven
• You’re happy to be flexible when things don’t go to plan
• You’re an organiser at heart
• You feel most comfortable working to deadlines
• You thrive off working in a team