About Us

<aside> ⚡ We believe the future of marketing is word-of-mouth. Our trusted referral platform puts word-of-mouth marketing on autopilot by rewarding users (and affiliates) for sharing the product they love! The only all-in-one referral platform for B2B SaaS.

We’ve raised 6.3m€ total funding led by top-tier investors, and we’re now looking for a Customer Ops and Support Analyst (m/f/x) to help us realize our committed vision.

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TL;DR

🌱 Seed, GrowthTech

🌎 Manila-based, Remote-first

⌛ Part-time, Contractor

🚀  Be a central part of an experienced & passionate co-founding team (ex-Twilio, ex-Microsoft, ex-Accenture etc.)

Your Mission

<aside> ⭐ We are currently looking for a Customer Ops and Support Analyst (m/f/x).

Your mission is to work with our Customer Success and Onboarding teams to deliver a fast, professional, high-quality and authentically human support experience to our customers. The successful candidate will work remotely but should be based in Manila.

As a Customer Support Analyst at Cello, you'll help identify opportunities to demonstrate additional value of the Cello platform to our customers; you focus on continuous growth and look for ways to improve how we can deliver support at Cello.

The role blends customer support, order fulfilment with reporting and customer data analysis. You will use your experience handling customer issues combined with data to enhance the overall customer experience and improve client satisfaction metrics.

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• Respond and action customer-submitted inquiries in a timely manner, using Slack, Intercom and email
• Troubleshoot and guide customers through questions and issues with their application, billing, rewards or other transactional inquiries
• Stay up to date on new product features and improvements. Provide accurate product and service information using technical documentation and product knowledge.
• Prioritize and manage requests, including customer screening and qualification, account set-up and other access related issues
• Adhere to and uphold SLA on response and resolution times. Provide timely updates to customers and stakeholders and be able to follow agreed escalation channels based on priority and urgency
• Update and maintain client data across multiple platforms (offline trackers, CRM tools) based on procedures and protocols.
• Perform quality control checks using customer performance data to spot issues in implementation that will require remediation or enhancements.