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Customer Support (B2B Customer Success) Specialist

June 15, 2026

Who we are:Stable. Supportive. Success-driven. eFlexervices is a premier BPO company with a 24-year track record of excellence. We don't just fill seats; we invest in human potential. We are dedicated to finding the perfect fit for your skills and helping you optimize your career performance. If you're looking for a company that values exceptional quality and operates on a foundation of trust, you belong at eFlex. What we are looking for:Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring Customer Support– we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters. SummaryAs a Customer Support, you are the heartbeat of our client’s customer experience. You serve as the vital link between our e-commerce merchant partners and our technical teams. Your mission is to ensure every customer feels heard, supported, and confident in our platform.You aren't just answering messages; you are a master of momentum. By managing high-speed communication in Slack, meticulously tracking progress in Jira, and facilitating seamless onboarding, you ensure that no merchant ever feels lost in the shuffle. If you thrive in fast-paced environments, love bringing order to chaos, and take pride in being the most reliable person in the room, this role is for you. What you’ll be doing:<h3 style="line-height:1.3800000000000001;text-align:justify;margin-top:19px;margin-bottom:5px;">High-Velocity Customer Communication</h3><ul><li style="list-style-type:disc;">Act as the First Line of Response: Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary).</li><li style="list-style-type:disc;">Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response.</li><li style="list-style-type:disc;">Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone.</li></ul><h3 style="line-height:1.3800000000000001;text-align:justify;margin-top:19px;margin-bottom:5px;">Incident Management & Triage</h3><ul><li style="list-style-type:disc;">End-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area (Edge Delivery / Protect / ID), severity, and reproduction steps.</li><li style="list-style-type:disc;">Intelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business day.</li><li style="list-style-type:disc;">Ownership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks."</li></ul><h3 style="line-height:1.3800000000000001;text-align:justify;margin-top:19px;margin-bottom:5px;">Onboarding & Implementation Support</h3><ul><li style="list-style-type:disc;">Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordination.</li><li style="list-style-type:disc;">Technical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams.</li><li style="list-style-type:disc;">Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule.</li></ul><h3 style="line-height:1.3800000000000001;text-align:justify;margin-top:19px;margin-bottom:5px;">Reporting & Operational Health</h3><ul><li style="list-style-type:disc;">Daily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasks.</li><li style="list-style-type:disc;">Weekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concerns.</li><li style="list-style-type:disc;">CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibility.</li></ul> Qualifications and Requirements:<h3 style="line-height:1.3800000000000001;margin-left:24px;text-indent:-18pt;margin-top:19px;margin-bottom:5px;padding:0pt 0pt 0pt 18pt;">Experience & Education</h3><ul><li style="list-style-type:disc;">2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment.</li><li style="list-style-type:disc;">Proven track record of managing high-volume communication (Slack-heavy workflows are a plus).</li></ul><h3 style="line-height:1.3800000000000001;margin-left:24px;text-indent:-18pt;margin-top:19px;margin-bottom:5px;padding:0pt 0pt 0pt 18pt;">Technical Proficiencies</h3><ul><li style="list-style-type:disc;">Ticketing & CRM: Proficient experience in using Jira and HubSpot.</li><li style="list-style-type:disc;">Collaboration Tools: Expert-level familiarity with Slack and Google Workspace.</li><li style="list-style-type:disc;">Technical Literacy: Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers.</li></ul> <h3 style="line-height:1.3800000000000001;margin-left:24px;text-indent:-18pt;margin-top:19px;margin-bottom:5px;padding:0pt 0pt 0pt 18pt;">Core Competencies</h3><ul><li style="list-style-type:disc;">Hyper-Responsiveness: A "speed-to-lead" mindset with the ability to maintain a 5-minute response time without sacrificing quality.</li><li style="list-style-type:disc;">Proactive Organization: An "inbox zero" mentality and the instinct to follow up on stalled tasks before they become problems.</li><li style="list-style-type:disc;">Communication Excellence: Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages.</li><li style="list-style-type:disc;">Triage Skills: The ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2).</li></ul> Benefits and Perks:At eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:<ul><li style="list-style-type:disc;">Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.</li><li style="list-style-type:disc;">Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.</li><li style="list-style-type:disc;">Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.</li><li style="list-style-type:disc;">Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.</li><li style="list-style-type:disc;">Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.</li></ul>Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...