Remote Customer service specialist (APAC) at Storeganise
Customer Support
Asia Only
Oceania Only
Full-Time
Sass
Testing
Software Support
Documentation
Troubleshooting
Product knowledge
Problem Solving
Technical Support
Ticketing Systems
Email Handling
Client Relationship Management
Onboarding
Communication Skills
Process Improvement
Live Chat Support
Multitasking
Knowledge Base Management
Objection Handling
The Role
We are seeking a highly skilled and experienced Customer Success professional to join our remote team. This is an exciting opportunity to work in a positive and collaborative company culture. However, this role is not for everyone. We demand excellence, high performance, and a commitment to delivering exceptional results. As the primary point of contact for our customers, your responsibilities will include:
- Conducting product demonstrations via webcam for potential clients.
- Leading onboarding sessions for new customers.
- Resolving customer support tickets and inquiries with professionalism and empathy.
- Managing customer communications via phone and email.
Requirements:
- Outstanding verbal and written communication skills (tested during the interview process). If your written English is not impeccable, please refrain from applying.
- Availability to work during APAC hours or based in Asia.
Key Responsibilities:
- Develop a deep understanding of our platform and products to provide accurate and timely support to customers.
- Maintain a consistently positive, empathetic, and professional demeanor with customers.
- Host and lead product demos for prospective clients.
- Oversee onboarding and training for both new and existing customers.
- Proactively troubleshoot and resolve customer issues, often requiring innovative solutions.
- Test new features, identify bugs, and provide detailed feedback to the product team.
- Collaborate with team members to enhance help articles and training materials.
- Identify and implement process improvements to elevate customer support.
- Share insights with leadership and product teams to drive software and operational enhancements.
What We’re Looking For
We are seeking a self-driven, highly capable individual who:
- Has a minimum of 5+ years of experience in Customer Support, Customer Success, Account Management, Sales, or a similar role, ideally within B2B SaaS.
- Thrives on solving complex problems and thinking critically under pressure. This is non-negotiable!
- Possesses a strong understanding of software and enjoys exploring its features to improve business operations.
- Demonstrates exceptional communication skills (both written and verbal). These will be assessed during the hiring process.
- Has extensive experience working with computers (5–10 years minimum).
- Is comfortable working remotely and using tools like Slack for asynchronous collaboration.
- Values continuous improvement and proactively seeks ways to enhance processes.
- Can work independently while contributing to a global team.
- Speaks fluent English.
Technical Requirements:
- A reliable computer (Mac preferred, but Windows is acceptable).
- A stable and high-speed internet connection.
- A webcam for video calls and demos.
- A headset with a microphone (can be provided if necessary).
Bonus Points For:
- Knowledge of the self-storage or property sectors.
- Sales training or experience in a sales role.
What We Offer:
- Competitive compensation.
- Fully remote work environment.
- Generous vacation policy.
- Opportunities for professional growth and development.
- A supportive and collaborative team culture.
Who This Job Is NOT For
This role is not a fit for:
- Those who shy away from high expectations: If you’re not motivated by delivering exceptional results and meeting high standards, this role isn’t for you.
- Individuals without flawless written English: Clear and professional communication is essential, and your written English will be evaluated during the hiring process.
- People who struggle with independent problem-solving: If you rely heavily on scripts or templates, this role will be a poor fit. We expect you to become a product expert, capable of developing unique solutions to customer challenges.
- Those unfamiliar with remote work: You must be self-disciplined, motivated, and capable of working independently in a remote setting.
- Candidates unable to work APAC hours: Availability during Asia-Pacific time zones is a must.
- Anyone with limited technical experience: If you’re not comfortable working with software, troubleshooting, or learning technical systems, this role will be challenging.
This position requires initiative, adaptability, and a passion for mastering software to solve problems creatively. If this doesn’t align with your strengths, we encourage you to explore other opportunities.
Why Join Us?
Our Customer Success team is a cornerstone of our business, consistently earning 5-star reviews for the exceptional service we provide. In this role, you’ll play a key part in maintaining these high standards and ensuring our clients are delighted with our service.
If you’re a proactive, detail-oriented problem-solver who enjoys helping customers succeed, we’d love to hear from you!