Customer Support Specialist (Remote, Full-Time | GMT+8 Hours)
EngageRocket is looking for a driven and customer-centric Customer Support Specialist to delight our customers by helping them leverage our software to build great workplaces with inspiring leaders.
If you thrive in a fast-paced, evolving environment and are eager to work autonomously while delivering great results, this is the perfect opportunity for you. We value individuals who are excited about innovating within their scope, continuously improving processes, and being empowered to make a difference.
About Us
EngageRocket is Asia's first funded employee feedback and analytics software, delivering HR tech solutions to companies across the region. Our mission is to build great workplaces by harnessing the power of people analytics to improve employee engagement and performance.
We operate in a collaborative, fast-paced environment where your contributions make a direct impact. Join our growing team and be part of a product that's shaping the future of leadership and people management.
Your Role
As a Customer Support Specialist, you will work with your customers daily to understand their challenges and help solve these accurately and on time, via email, chat, and phone. Your responsibilities will run the gamut from questions about invoices, via technical issues, to “how to” questions about the software, as well as closely partnering with the Customer Success team to enable your customers to use our platform to the fullest.
What You’ll Do
- Respond to customer queries promptly and accurately via email, live chat, and phone.
- Demonstrate empathy and a customer-first approach in every interaction.
- Troubleshoot, identify, and resolve technical issues, escalating when necessary.
- Assist customers in understanding how to use and maximize the benefits of our products and services.
- Maintain customer satisfaction and first response time through excellent service and problem resolution.
- Update internal systems to track customer interactions and technical problems.
- Collaborate with the broader team to share feature requests, process improvements, and actionable feedback.
- Partner closely with the Customer Success team to drive customer engagement and retention.
What You’ll Bring
- 2+ years of experience in a customer-facing role, preferably within SaaS or technology-driven industries.
- Exceptional written and verbal communication skills in English.
- A resilient, solution-oriented mindset with a knack for problem-solving.
- Comfort working in a fast-paced, ever-evolving environment.
- Familiarity with tools like Hubspot, Jira, or similar platforms.
- Knowledge or interest in HR, Organisational Development, or Psychology, with a strong aptitude for learning independently.
Why You’ll Love It Here
- Autonomy and ownership to innovate and make an impact.
- Work remotely, aligning with Singaporean hours (GMT+8) from anywhere.
- Join a passionate, collaborative, growth-focused team dedicated to transforming workplaces.
- Unbeatable culture (truly).
Reporting To: VP of Customer Success
Due to the high volume of applications, only shortlisted candidates will be contacted.