Customer Success Associate

Position Title: Customer Success Associate

Work Set Up: Onsite

Schedule: 9:00 PM to 6:00 AM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

The Customer Success Associate is responsible for helping customers reclaim their time and reduce the stress of everyday hassles. This role is ideal for someone who enjoys solving problems and isnt afraid to pick up the phone. You will support customer requests by contacting, interviewing, and vetting providers (contractors, repair shops, healthcare offices, pet services, travel support, etc.), gathering key information, and documenting your findings clearly so the customer can make quick, confident decisions.

What Youll Do:

• Act as the face of the LifeConcierge service by supporting customer requests with empathy, speed, and accuracy

• Call providers to request quotes, confirm details, and assess fit (availability, responsiveness, pricing, services, etc.)

• Vet providers using a consistent approach (reviews, license/insurance, responsiveness, customer experience, professionalism)

• Gather and document critical details from provider calls in clear, structured notes that are easy for teammates and customers to understand

• Communicate updates and next steps to customers via chat, email, and/or phone

• Proactively identify missing information, ask thoughtful follow-up questions, and remove friction for customers

• Manage multiple requests at once while maintaining quality, urgency, and attention to detail

• Partner with the broader Customer Success team to improve playbooks, workflows, and provider vetting standards

• Meet or exceed team KPIs related to response time, productivity, documentation quality, and customer satisfaction

What Were Looking For:

• Fluent in English (spoken and written)

• Confident and professional on the phone — able to build rapport quickly and ask direct questions

• Excellent note-taking and documentation skills (you capture details accurately, clearly, and fast)

• Strong critical thinking and problem-solving skills

• Open to feedback and motivated to continuously improve quality, accuracy, and efficiency

• Inquisitive mindset: you naturally ask what else? and dig deeper when something doesnt add up

• Proactive and resourceful: you take ownership and drive requests to completion

• Tech-curious and comfortable learning new tools and systems

• Reliable, punctual, and organized; able to manage time well in a fast-paced environment

• Calm, empathetic communicator — even in urgent or stressful customer situations

• Experience in customer support, concierge, operations, or provider/vendor management Bilingual English/Spanish

• Experience working with contractors, service professionals, or service marketplaces

• Familiarity with CRMs, ticketing tools, or chat support tools

Why Youll Love Joining the CO Fam!

At Clark Outsourcing, were redefining what it means to work in a BPO. This isnt your regular office setup - its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise youll have to experience it yourself to believe it.

Heres whats in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, its not just about work - it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team!