Remote Customer Service Representative US Hours

Department: Customer Service and Client Relations

Work Arrangement: Remote

Job Type: Independent Contractor, Full Time

Work Schedule: US Time Zone (candidate expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)

Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills

Role Overview

The Customer Success Manager serves as the primary point of contact and trusted advisor for clients, ensuring their satisfaction, engagement, and long-term success with company products and services. This role goes beyond support—you'll build strategic relationships, drive product adoption, identify growth opportunities, and act as a bridge between clients and internal teams. Working across diverse industries including healthcare, telemedicine, SaaS, and AI-driven solutions, you'll help clients achieve their business objectives while proactively addressing their needs with empathy, efficiency, and strategic insight.

Requirements

Must-Haves (Required)

• Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)
• Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders
• Communication: Exceptional written and verbal communication skills with compassionate, professional approach
• Strategic Thinking: Ability to understand client business goals and provide strategic guidance
• Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset
• Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts
• Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software
• Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently
• Data-Driven: Comfortable analyzing usage data and metrics to inform decisions
• Adaptability: High adaptability in fast-paced, technology-driven environments

Nice-to-Haves (Preferred)

• Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings
• Familiarity with ADHD care, family support services, or clinical workflows
• Background in SaaS, digital health platforms, or AI-powered solutions
• Understanding of provider pain points and healthcare operational challenges
• Experience with account growth, upselling, and revenue expansion
• Exposure to HIPAA compliance and handling confidential health information
• Product training or enablement experience
• Experience conducting business reviews and presenting to stakeholders
• Background supporting C-level executives or healthcare providers
• Familiarity with clinical documentation or medical terminology

Tools Proficiency

Must-Haves (Required)

• CRM Systems: Zendesk, Salesforce, HubSpot, Intercom, or similar platforms
• Communication: Email (Gmail/Outlook), Slack, Microsoft Teams, Zoom
• Scheduling: Calendly, Google Calendar, or equivalent booking systems
• Productivity: Google Workspace (Docs, Sheets, Drive) or Microsoft Office Suite
• Video Conferencing: Zoom, Google Meet, or Microsoft Teams

Nice-to-Haves (Preferred)

• Healthcare Systems: EMR (Electronic Medical Records) or EHR platforms
• Project Management: Notion, Asana, Airtable, Trello, or ClickUp
• Analytics: Data visualization tools or business intelligence platforms
• Customer Education: LMS (Learning Management Systems) or training platforms
• Automation: Zapier or workflow automation tools
• Support Ticketing: Advanced knowledge of Zendesk, Freshdesk, or similar platforms