customer success Team LeaderBSA Solutions Inc.

Escape the ordinary and start your career journey with us.
Embark on a fulfilling and engaging career with BSA Solutions Inc.
About the Company
BSA Solutions Inc. is a holistic talent outsourcing company with offices in Cebu City, Philippines and Kuala Lumpur, Malaysia.
BSA recruits only the best and the brightest minds. We focus on developing and upskilling talents, inspiring and engaging you to be a champion and do the impossible. We are proud to be the company of choice for professionals that are looking for a work-life balance and career progression. Our priority is providing you with a conducive working environment for you to learn and grow, with us.
About the Role
We are looking for an experienced Customer Success Team Leader to be assigned to our Australian client, a rapidly growing Australian tech company. This is a senior role, responsible for ensuring customer enquiries are resolved quickly and correctly. You will be working in a diverse team in Cebu and Australia, in delivering and maintaining a consistently high standard of customer service.
Watch the video introduction here:
This is a full-time, day-shift, office-based role in Cebu City.
What is expected of you:
Understand the issue and its cause;
Solving the problem and explaining the problem to the development team or client;
Finding Solutions for any issue raised by the client;
Solving priority or escalated support tickets once trained;
Assisting in setting up integration profiles and access passes to client's integrated applications;
Responding to help requests from the internal team or clients;
Supporting the operational team through the understanding of the technology and developing user guides both written and through on-screen video production;
Proactively monitoring tickets, identifying where a new process is required;
Mentoring and training support staff; and
Assist in development programs for your team members.
Requirements
General Requirements
Excellent problem-solving and analytical skills;
Having a logical and analytical skills to problem-solving;
Finding the right solutions creatively outside the box;
Good Communication skills, able to understand issues and explain to the client without technical knowledge;
Knowledgeable about computer systems and software applications;
Finding Solutions for any issue raised by the client;
Assisting in setting up integration profiles and access passes to client's integrated applications;
Excellent time management skills and the ability to work under pressure;
Great teamwork skills;
Experience in managing a small team; and
Experience in the use of MS applications.
Technical Skills Requirements
Fully conversant with MS Applications;
Use of desktop instructional video software;
Basic knowledge on database management, programming, and agile development;
At least 1-year experience in programming;
2 years minimum of Customer Success / Support Experience;
Strong Administration Skills;
Excellent English Comprehension and understanding of English Idioms;
Preferred tertiary level education in Information Technology; and
Video Production Capabilities- Camtasia, Snagit, Jing.
Benefits
BSA Solutions Inc. offers:
Clear career progression and leadership opportunities based on merits;
Amazing close-knit and collaborative team;
Monthly and quarterly award incentives for employees;
a comprehensive financial rewards and benefits that exceed market standards and the requirements of the Philippines Labor Law;
a comprehensive HMO benefits package for you and one dependent from the start date, including medical coverage with a private room, life, accident and disability insurance;
regular progress checks and continuous coaching and mentoring to help you map out your development plan;
a broad selection of exciting and engaging social events to embrace as a vibrant BSA community;
psychologically safe environment for you to develop your skills and talent consistent with BSA values; and
frequent webcasts and discussion forums by senior leaders to obtain feedback and ideas, and genuinely interested in hearing what you have to say.
We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, origin or any of their characteristics protected by applicable law.
BSA Solutions Inc.

Cebu City, Cebu
₱35,000-40,000 per month
Permanent
Full-time