Customer Success Analyst

Who We Are

Evo Tech Software Solutions Inc.is a highly motivated team of professionals based in Cebu, Philippines, committed to providing tailored services. With expertise in Web Development, e-Commerce Management, Data Analytics, and Graphic Design, we offer globally competitive solutions that empower our clients businesses to excel in today's market.

By design, we combine your vision for your brand with our creative and technical capabilities to design the right user experience. We make sure that your customers or users discover your product not only appealing, but also useful.

Empowering your company with cutting-edge software solutions. Our skilled team adapts to tech trends, ensuring your excellence in innovation through development.

With BPO, we aim to enhance efficiency and service delivery with our versatile business support. We evolve to offer swift, improved customer service solutions.

The Opportunity

We are looking for Customer Success Analyst who will be the first line of response for inbound client requests, own the ticketing queue and keep our internal processes running without gaps. You will also be a critical part of the product feedback loop, listening to our customers and converting that to actionable feedback. Think of this role as the air traffic controller of our Ops and Product team — you'll make sure nothing gets dropped, escalate issues to the right people, and ensure clients feel taken care of at every step.

Key Responsibilities

Ticket & Inbox Management

• Monitor and triage inbound support tickets and client messages
• Classify, prioritize, and route tickets to the right team members
• Respond to tier-1 requests independently using our SOPs and knowledge base
• Track open issues to resolution and flag anything at risk of slipping

Process & Task Execution

• Execute recurring operational tasks: onboarding checklists, QA workflows, account setups
• Document new processes as they emerge and help improve existing ones
• Identify patterns in support volume and escalate recurring issues to the team
• Keep FAQs updated to allow AI assistants to function optimally

Collaboration & Communication

• Work closely with the Customer Success Manager and broader team to drive relentless execution on customer requests
• Keep internal task boards and trackers up to date
• Communicate proactively - no surprises, no dropped calls

Qualifications

• 1 to 3 years of experience in a customer support or operations role
• Exceptional written English — clear, professional, and warm
• Strong attention to detail and a process-first mindset
• Obsessed with customer experience
• Solution orientation

Nice to Have

• Proficiency with ticketing tools (e.g. Intercom, Zendesk, Freshdesk, or similar)
• Experience at a startup or SaaS company
• Familiarity with tools like Notion, Linear, Slack, or Google Workspace
• Interest in real estate, proptech, or AI products
• Basic understanding of how support and product teams work together
• Willingness to learn and expand into coding and technical areas (a strong plus)

Employment Details

• Type: Independent Contractor
• Work Setup: Remote or WFH - 9:00 AM to 6:00 PM EST
• Weekend availability required (rotation)
• Days-off may be scattered during the week to accommodate weekend coverage
• Salary offer depends on the met qualifications or experience.

If you're a detail-oriented problem solver who enjoys helping customers and keeping operations running smoothly, we'd love to hear from you. Join our team and play a key role in delivering an exceptional client experience while collaborating closely with our Operations and Product teams!