Community Support Specialist

PEN25684

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role

We're looking for a Community Support Specialist to join our growing Customer Success team. You’ll play a key role in supporting our clients' growth and expansion by ensuring timely and efficient responses to their inquiries. You'll help build a self-service knowledge base that’s always available to clients. This is a fantastic opportunity to be part of a team focused on making a meaningful impact while working closely with Sales, HR, Finance, Service Delivery, and Talent Acquisition teams.

What you’ll do

• Develop a strong understanding of our services and become a Penbrothers process expert.

• Innovate scalable solutions to answer client inquiries effectively.

• Take full ownership of all inquiries in your queue, ensuring they're answered promptly.

• Manage inquiries redirected to cross-functional teams and ensure follow-through.

• Accurately log all client inquiries in the internal ticketing system.

• Generate and share progress reports on inquiries with the team.

• Share best practices to improve the quality and efficiency of team processes.

• Ensure client requests are addressed on time.

• Work towards achieving team OKRs and metrics, driving client growth and retention.

What You Bring

• 2-3 years of experience in customer-facing roles like Customer Support, Customer Success, or Account Management.

• Strong organizational and attention-to-detail skills.

• Self-motivated, proactive, and comfortable managing multiple priorities.

• Excellent communication and interpersonal skills.

• Demonstrated leadership potential.

• Proficiency in Google Sheets and Google Slides.

• Strong problem-solving and analytical abilities.

• Experience with tools like Zoho, Intercom, Insided, and Hubspot is a plus, but not required.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.