Customer Success Admin (Home-based)

Job Description

About Us:
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
 
 
THE ROLE:
The Customer Success Administrator will support the Scale Customer Success team by managing administrative tasks, handling Tier 1 customer inquiries, and ensuring accurate account maintenance. This role is critical for delivering positive customer experience and supporting retention efforts.
 

YOU WILL:

• Manage Tier 1 inquiries via the Customer Success Queue, including reviewing new cases, researching accounts, and resolving or routing issues appropriately.
• Process general requests such as client outreach, CRM updates, auditing data, handling terminations, and maintaining account records.
• Update client records in CRM systems based on recent communications and ensure data accuracy.
• Assist with risk mitigation by auditing accounts and following up with customers or internal teams as needed.
• Collaborate internally with Renewals, Billing, Support, and other departments to ensure customer needs are met, and issues are resolved efficiently.
• Escalate cases appropriately to the assigned Customer Success Manager and / or Leadership when higher-level intervention is required.
• Communicate with customers confidently and professionally, including initiating calls or emails to clarify information, reset account contacts, or gather feedback.
• Develop a working knowledge of SaaS solutions and services to provide accurate Tier 1 support.
• Gain a general understanding of our customers' business needs and desired outcomes.
• Perform other administrative and support duties as assigned.

 
THE ESSENTIALS

• 2+ years of experience in Customer Success, Operations, Account Management, or a similar client-facing support role.
• Experience managing a high volume of cases or accounts.
• Strong organizational skills and ability to follow Standard Operating Procedures.
• Comfortable communicating with customers via email and phone.
• Ability to prioritize tasks and manage multiple competing demands effectively.
• Team-oriented, detail-focused, and committed to delivering excellent customer experience.
• Tech-savvy and able to learn new software quickly.
• Preferred: Experience with CRM systems and SaaS environments.

 
 
Work Location

• Home-based
• Should have strong internet connection (minimum of 20 mbps)
• Should have own Laptop/PC (minimum of i5 8GB RAM)
   

 
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
 
 
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.