Customer Success Associate - US Healthcare Software

About The Back Room We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it. About the Client Our client is a US-based healthcare software company whose platform is used by home health and hospice providers to run patient care, operations and compliance. They’re building their offshore team to support customer accounts. This role exists to make sure every assigned customer has one reliable person who knows their account and gets their issues to the right place, fast. The Role You’ll be the main point of contact for a set of customer accounts. When a customer has a question, a billing concern or a product issue, you make sure it reaches the right team, gets tracked and gets closed, and that the customer is kept updated throughout. In your first 6–12 months, success means customers trust you to follow through and nothing on your accounts slips through the cracks. This is a permanent night shift [11:00 PM – 8:00 AM PH time] role. What You’ll Do Act as the main contact for your assigned customer accounts Talk with customers by phone, email and chat to understand what they need Route issues to the right internal team (support, billing, training or product) and follow them through Keep customers updated on open issues until they’re resolved Log every interaction and account update accurately in the CRM Spot urgent or high-priority issues and elevate them quickly Pass feedback and requests between customers and internal teams What We’re Looking For Fluent written and spoken English; you’re comfortable speaking with US customers by phone Able to work the night shift consistently Organized and detail-minded; you can handle several accounts and open issues without losing track Comfortable learning new software quickly A quiet home workspace and a reliable internet connection Nice to Have Customer service, account coordination or BPO experience Experience using a CRM or ticketing system Exposure to US healthcare or healthcare software Experience coordinating across several teams Why This Role It’s a step up from scripted support: you own the relationship with real accounts at a US healthcare software company, and you’ll build account-management skills that carry forward. Full training is provided, so this suits someone early in their career who wants more responsibility. This role is open to Philippine citizens currently based in the Philippines. #J-18808-Ljbffr The Back Room Offshoring Inc.