Frontline Client Experience Specialist | Dayshift | Full-Time | Day 1 HMO
Description
Location: Hybrid - WeWork RCBC Plaza Tower 1 (as needed)
Schedule: Monday to Friday, 6:00 AM – 3:00 PM PHT
Schedule: Monday to Friday, 6:00 AM – 3:00 PM PHT
About the Company
Our client is a Wellington-based SaaS platform dedicated to simplifying digital advertising for the real estate industry. By integrating directly with leading property CRMs, they automate and deploy high-scale marketing campaigns across Google and Meta, allowing real estate brands to thrive without needing to be ad specialists themselves.
With a strong foundation in New Zealand and a rapid expansion into the Australian market, the team is scaling fast. They value precision, a proactive approach to problem-solving, and a genuine passion for the craft of digital advertising.
They are currently looking for a Frontline Client Experience Specialist to join their growing team and serve as the vital first point of contact for their valued clients.
Why You’ll Love Working With Us
- HMO healthcare for you and your 1 dependent (with COVID insurance).
- 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization).
- 13th-month bonus and Government-mandated benefits.
- Equipment will be provided + internet allowance.
- Member Wellness Program.
- Year-End Party + Christmas hamper.
What You’ll Be Doing
Reporting directly to a New Zealand-based manager as part of the Client Experience team, you’ll ensure real estate agents and brands receive fast, helpful, and professional support every day. Your responsibilities will include:
- Managing Inbound Support: Monitoring and responding to 30–50 daily support tickets via Front, prioritizing a fast and accurate first response.
- Problem Solving: Resolving common queries regarding account settings, billing, and platform usage to ensure high client satisfaction.
- Strategic Triaging: Identifying technical or campaign-specific requests and routing them to the right team members with clear, well-documented context.
- Process Improvement: Following and providing feedback on support templates and workflows to help the team scale efficiently.
- Relationship Building: Acting as a warm, professional communication layer between busy real estate clients and the internal product team.
What You’ll Bring
- Experience: 2 to 4 years of proven experience in customer support, helpdesk, or client-facing operations within a SaaS or tech environment.
- Communication Excellence: Exceptional written English skills with a tone that is professional, clear, and warm.
- Technical Proficiency: Comfort navigating ticket-based systems (Front, Zendesk, Intercom, or Freshdesk) and a quickness to learn new software platforms.
- Operational Discipline: A methodical approach to managing ticket queues and the ability to work independently in a remote setting.
- A People-First Mindset: A genuine passion for helping people "get unstuck" and the ability to remain calm and efficient under high volume.
Bonus Points For:
- Experience within the Real Estate, PropTech, or property marketing sectors.
- Familiarity with CRM systems (e.g., MRI PropertySuite or Vault).
- Prior experience supporting Australian or New Zealand-based clients.
- A general awareness of digital advertising concepts (Google Ads or Meta Ads).
Ready to Apply?
We’re excited to meet you. Click Apply, upload your CV, and complete our brief questionnaire.
Important: This role is open to PH citizens only. Applications must be submitted in English.