Note: The job is a remote job and is open to candidates in USA. eFlexervices is a premier BPO company with a 24-year track record of excellence, dedicated to empowering talent and optimizing career performance. The Customer Support Specialist acts as the primary point of contact for e-commerce merchant partners, ensuring high-quality communication and support while managing incidents and facilitating onboarding processes.
Responsibilities
- Act as the First Line of Response: Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary)
- Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response
- Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone
- End-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area (Edge Delivery / Protect / ID), severity, and reproduction steps
- Intelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business day
- Ownership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks."
- Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordination
- Technical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams
- Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule
- Daily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasks
- Weekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concerns
- CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibility
Skills
- 2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment
- Proven track record of managing high-volume communication (Slack-heavy workflows are a plus)
- Proficient experience in using Jira and HubSpot
- Expert-level familiarity with Slack and Google Workspace
- Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers
- A 'speed-to-lead' mindset with the ability to maintain a 5-minute response time without sacrificing quality
- An 'inbox zero' mentality and the instinct to follow up on stalled tasks before they become problems
- Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages
- The ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2)
Benefits
- Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
- Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
- Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
- Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.
Company Overview
eFlexervices is a BPO company that provides technical support, marketing assistance, sales development, and operational assistance services. It was founded in 2001, and is headquartered in Burlingame, California, USA, with a workforce of 51-200 employees. Its website is https://www.eflexervices.com.