Customer Success & Support Representative

Position Type: Full Time Location: Philippines (Remote) Schedule: Monday to Friday, 7:00 AM – 4:00 PM US business hours About the Company Our client is a growing US-based business that provides commercial mouthwash dispensing systems to businesses across the United States. With a small, collaborative team, they're looking for someone who enjoys delivering exceptional customer experiences while helping drive customer retention and long-term success. About the Role As a Customer Success and Support Representative, you will own the customer relationship after the sale. You are responsible for answering inbound phones and email, entering orders accurately and on the same day, and resolving warranty and order issues quickly and professionally. Every day, after orders are in, you work a protected outbound call block: welcoming new commercial accounts to make sure the dispenser gets installed and the customer knows how to reorder, and calling recently lapsed accounts to understand what happened and win them back. You keep customer information up to date and log an outcome on every call. This role exists because every customer relationship in the company is unusually valuable, and the difference between an account that activates and one that goes quiet is usually a single conversation. Characteristics This job needs two things in one person: warmth and confidence on the phone, and high attention to detail on orders and follow-through. The right person is comfortable picking up the phone and calling a customer who did not ask to be called. These are service conversations, not sales pitches, but they still require someone who enjoys talking with people, listens well, and asks good questions. At the same time, they must move through order entry, email, and warranty work quickly and accurately, without letting details slip. They should be organized, dependable, and able to follow a daily rhythm consistently. A background as a service or retention caller, dental or medical office coordinator, or inside customer service rep at a distributor is a strong fit. Daily Rhythm 7:00 to 8:30am PST: Enter all orders from overnight email, voicemail, and marketplaces. Triage the inbox and voicemails, and clear anything blocking a shipment today. 8:30 to 10:30am PST: Protected call block. Work the HubSpot call queue, starting with East Coast accounts and moving west. No inbox during this block except true emergencies. 10:30am to 4:00pm PST: Reactive work: phones, email, warranty claims, order follow-ups, AR touches, and data cleanup. End of day: Close out the day before logging off: mark orders as picked up, confirm shipments on Amazon, and send the day's PDF invoices. No order left unconfirmed overnight. Responsibilities Proactive customer success (the reason this role exists) Onboarding calls: Call every new commercial account 10 to 15 days after their dispenser ships. Confirm it arrived and got installed, answer questions, and make sure they know how to order refills. If it is not installed, find out why and help them get it on the wall. Reactivation calls: Call commercial accounts that have not reordered on schedule. Understand why they stopped, fix what can be fixed (replacement parts, reorder help, a new contact), and win them back. Collection calls: Call customers whose card payment failed or whose order is waiting on payment before it can ship. Collect payment or a clear commitment, and escalate to Luke or Kevin per our process when a call needs a different owner. Log every call: Record an outcome and reason code in HubSpot for every call, connected or not. This data tells us why accounts activate or go quiet and is a core deliverable of the role. Surface opportunities: When a call uncovers a larger opportunity, such as additional locations, a chain, or a big expansion, hand it to sales promptly with good notes. Customer support and order entry Answer inbound phone calls professionally and helpfully. Check and triage voicemails daily, and return customer calls or route them to the right person the same day. Enter all orders the same day and accurately, from email, voicemail, phone, the website, and marketplaces including Amazon. Coordinate with sales on orders when necessary. Orders need to be put through in our system and routed in Extensiv the same day so the 3PL can ship them. An order should never sit waiting on a handoff. Run the end-of-day close-out: mark orders as picked up, confirm shipped on Amazon, and send the day's PDF invoices. Resolve warranty and quality issues by phone and email. Process warranty claim form submissions and lifetime guarantee activations, place replacement orders (correcting or canceling automatic replacements when needed), and follow each claim to resolution. Follow up with customers on delayed or misshipped orders. Coordinate with operations on the 3PL and LTL side. Follow up on failed website orders and card payments that have not gone through. Follow up on warranties, orders, quotes and anything else in process until it is resolved. Run autoship monthly. Send the pre-autoship emails a week ahead, and give the 3PL a heads-up before the start-of-month order surge. Respond to Amazon customer issues within 24 hours on weekdays. Answer routine distributor questions and route larger distributor opportunities and issues to sales. Keep customer records current: email addresses, AP contacts, decision makers, and phone numbers. Set up new accounts with the correct pricing group using our documented rules. Ask before guessing. Process tax exemption certificates and keep each account's tax status correct. Hand customer procurement portal requests (supplier onboarding forms, vendor registrations, Coupa and similar) to operations, and let the customer know it is in motion. Quick order confirmations for a customer's purchasing department stay with this role. Handle routine accounts receivable touches: send invoices, correct payment addresses, and set up ACH. Route invoicing and terms approval requests to Nick and Luke before releasing orders. Forward handwritten card order confirmations to sales. Document processes as you learn them and suggest improvements. Competencies and Qualifications Must-Have Proven night-shift tenure: 2+ years already worked on a fixed US-hours schedule (graveyard in Manila time). Not 'willing to work nights.' Ask how long, for whom, and why they stayed or left. Outbound calling experience: A real history of outbound customer calls: retention, renewals, win-back, appointment confirmation, payment follow-up, or account check-ins. For each candidate, document: what the calls were for, roughly how many per day, and for how long. Inbound-only voice experience does not satisfy this. US customer service experience: 2+ years serving US customers in customer service or ecommerce support, with order entry or order management as part of the job. Tested spoken English, by phone: Conduct the English assessment over an actual phone call, not in writing and not only on video. We need a warm, clear, professional phone presence that US business customers understand easily on the first pass. Schedule and exclusivity: Confirms acceptance of the fixed 7:00am to 4:00pm US Pacific shift and single-client exclusivity before presentation. Home office: Verified high-speed internet (screenshot of speed test), a stated backup plan for power and internet outages, and a quiet space for professional calls. Nice-to-Have Small-company or in-house experience: Worked directly for a small or mid-size US business (roughly $1M to $50M revenue) rather than only in a large scripted call-center environment. We want people used to broad ownership, judgment, and talking to owners, not narrow scripts. B2B customers: Customers were businesses (restaurants, offices, clinics, distributors), not only consumers. CRM experience: HubSpot ideal; any real CRM with call logging is good. Warranty, claims, or returns handling: Experience walking customers through a claims or resolution process. Collections or payment-follow-up calls: Comfortable asking a customer for payment politely and directly. How Success Is Measured Activation rate: Percent of new commercial accounts that place their first refill reorder within 120 days. This is the primary KPI for the role. Reactivations: Number of lapsed accounts that place an order within 60 days of a reactivation call. Call discipline: The daily call block happens every day, and every call has an outcome and reason code logged. Support quality: Orders entered the same day with high accuracy, customer emails answered within one business day, Amazon within 24 hours. All communication is done with an extremely high level of accuracy. Work prioritization: Email and order entry prioritization is crucial. Benefits Bonus Team member's choice of one of the following, elected at hire: Profit-share bonus: a monthly bonus of up to 20% of pay, based on company profitability. This is the structure most of our team has chosen. 13th month pay: one additional month of pay, paid in December. Paid Time Off PTO: 15 days (120 hours) per year, usable for vacation, sick, or personal time. Accrues through the year; usable for vacation after 3 months; balance caps at 300 hours. Floating holidays: 3 additional floating holiday days per year for Philippine team members, accruing alongside PTO, usable as desired (18 total paid days off per year). Separation payout: unused PTO is paid out if the team member leaves the company, prorated for the current year. Paid Holidays The client observes the American holiday schedule. The following 11 US holidays are paid days off: New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, Independence Day (July 4), Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day. If the company asks a team member to work on an observed holiday, a PTO day is credited in its place. Equipment and Supplies After six months, team members are eligible for up to $400 per year in office supply reimbursement, split 50/50 with the company, with receipts. Application Process We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible. Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us. #LI-JP1