Customer Success Executive

Jibble Group
Full time
Customer Support
United States
Hiring from: Anywhere

About Jibble Group

We're on the mission to help businesses save time and money, and unleash their human potential. Our vision is to power and empower millions of businesses with our software.


Our Team and Products

We're a scale-up stage startup in the Workforce Management space that have fully embraced remote work since 2017. Headquartered in Kuala Lumpur, Malaysia, we have 60+ staff in 13 different countries. We created and, founded in 2015 and 2016, respectively. PayrollPanda is Malaysia's leading cloud payroll software, and Jibble is a globally available time clock solution.

Our latest investment round was at a $33m valuation, with our ARR (annual recurring revenue) growing by over 300% p/a as we close in on becoming the leading HR SaaS company in South-East Asia, with 2000+ paying customers across 50+ different countries.


About The Job:

You will be the first point of contact and responsible for answering basic customer support questions, engagement, and satisfaction. We use Intercom as a Customer Support/CRM tool. 


What you will do:

  • Respond to product inquiries and issues in a timely manner

  • Identify and escalate second line support issues to the right channels (such as bugs, refunds)

  • Endorse cases to the Sales Team for cases involving pricing and payment

  • Proactively upsell Jibble features to our products and offer/schedule demos with customers

  • Working with the Product team to ensure feature requests are captured and prioritized. 


Who are we looking for:

  • You can work shifts (Night/Weekends)

  • You are either a native English speaker, or you possess exceptional written and spoken communication skills

  • You are super confident on the phone and in writing

  • You understand Urgency, you know how to prioritize tasks and when necessary multitask between customer requests 

  • You should be able to understand technical jargon and should not crumble when trying to answer fairly technical questions


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