Success Service Team Lead

We want you to see first why this opportunity stands out and why it could be a great fit for you.

Independent Contractor Perks

HMO Coverage for eligible locations

Permanent work from home

Immediate hiring

Steady freelance job

Job Overview

We are seeking a proactive Customer Success professional to support and train Guides on using the platform, ensure smooth booking experiences, and deliver outstanding service to both Guides and customers. This role involves onboarding, resolving booking-related issues, coordinating pre- and post-trip communication, and escalating concerns when needed. You’ll collaborate with cross-functional teams, lead process improvements, coach team members, and prepare performance reports. The ideal candidate has experience in Customer Success or Account Management (preferably in SaaS), strong communication skills, an analytical mindset, and the ability to train and support users effectively. Flexible schedule, permanent work-from-home setup, and contractor benefits included.

Job Highlights

Payrate: 38.000 PHP

Schedule: Flexible and shifting within clients business hours / 168 hours/month

Work Arrangement: Work from home

Contract: Independent Contractor

Side Note: Since this is a permanent work-from-home position and the arrangement is that of an “Independent Contractor,” the selected candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

Responsibilities

• Contact Guides to welcome them to the platform and identify training opportunities.
• Train Guides on maximizing the company’s services and technology.
• Assist Guides with all booking-related concerns and manage their first booking experience.
• Coordinate with customers/guests pre- and post-trip to ensure a seamless experience.
• Escalate Guide concerns or queries that are beyond your scope to the appropriate teams.
• Manage, track, and report on inbound and outbound communications.
• Attend and actively participate in group/company meetings and learning sessions.
• Collaborate with the Success Ops, Sales, and Leadership teams to achieve shared goals.
• Lead or contribute to process improvement initiatives through suggestions, analytics, and feedback.
• Coach team members on identified performance opportunities.
• Prepare and present weekly, monthly, and quarterly performance reports with actionable insights.
• Train future team members on processes and best practices.
• Perform any additional related tasks as assigned by the General Manager or Executive team.

Requirements

• Experience in Customer Success or Account Management: Proven track record of supporting clients or customers, preferably in a SaaS or platform-based environment.
• Strong Communication Skills: Excellent verbal and written communication skills to train effectively and assist Guides and coordinate with customers.
• Problem-Solving Abilities: Ability to resolve booking-related concerns and escalate issues appropriately.
• Training and Coaching Skills: Experience in training individuals or teams and providing constructive feedback.
• Analytical Mindset: Comfortable analyzing data, creating reports, and developing action plans to improve performance.
• Collaboration Skills: Ability to work effectively with cross-functional teams, including Success Ops, Sales, and Leadership.
• Tech-Savvy: Familiarity with CRM tools, booking platforms, or similar technologies.
• Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Adaptability: Willingness to take on additional tasks and adapt to changing business needs.
• Proactive Attitude: Self-motivated and eager to contribute to process improvements and team success.

Reminder

Apply directly to the link provided; you will be redirected to BruntWork’s Career Site. You must apply using the said link to complete the initial requirements, which includes pre-screening assessment questions, technical check of your computer, and voice recording.

APPLICATIONS WITH COMPLETE REQUIREMENTS WILL BE PRIORITIZED.