AI-Powered Email Platform - Customer Support Specialist III (SQACX)

Role Details
Type of Support: Omnichannel 
Contract Duration: Permanent
Work Schedule: To be determined
Work type and Location: Hybrid, Metro Manila
Expected start date: ASAP

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.
About The Role
PartnerHero is seeking a dynamic individual to join our team as a hybrid Customer Support + SQA Associate. This role combines the best of both worlds, allowing you to deliver exceptional customer experiences while contributing to the quality assurance of cutting-edge email marketing software products. You will be the first point of contact for our customers, providing support, troubleshooting issues, and identifying and documenting bugs. Additionally, you will play a vital role in the quality assurance process, testing software across multiple platforms and providing valuable feedback to the development team. This position offers a unique opportunity to develop a comprehensive skill set and grow your career assisting a supportive and innovative digital marketing company.

What you’ll do:

• Building strong relationships with customers through open and interactive communication.
• Providing timely and effective solutions to customer inquiries and issues.
• Following communication procedures, guidelines, and policies. Researching answers or solutions as needed.
• Going above and beyond to exceed customer expectations for a digital marketing company's brand.
• Collaborating effectively with other team members.
• Responding to customer inquiries via email.
• Working cross-functionally with engineering, product,and onboarding teams on-demand.
• Developing product expertise and maintaining an interactive experience with customer using language involving emojis, curiosity, positivity, and thoughtfulness.
• Participating in projects to enhance the customer experience.
• Conducting manual software testing across multiple platforms.
• Creating and executing test cases.
• Identifying, reporting, and verifying bugs.
• Collaborating with the Customer Experience, Quality Assurance, and Development teams to gather and analyze bug reports.

What we expect from you:

• Excellent English Proficiency C2 level
• 1+ years experience in a customer-facing role 
• Strong interpersonal and communication skills in written and spoken English, adapting to different customer personalities and communication styles.
• Attention to detail and accuracy.
• Curiosity and a desire to learn.
• Empathy and the ability to connect with customers on an emotional level.
• Enthusiasm for problem-solving and troubleshooting.
• Ability to quickly learn new technologies and software.
• Experience in customer support and software quality assurance.

What you’ll get in return:

• Full-time employment
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].