CUSTOMER SUPPORT SPECIALIST (REMOTE – PHILIPPINES OR MALAYSIA)

Join a high-impact team shaping the future of ESG data and technology.
We are looking for a Customer Support Specialist who is passionate about delivering exceptional customer experiences and driving customer success. In this role, you’ll play a critical part in supporting our ESGpedia platform users, reducing churn, improving customer adoption, onboarding new clients, driving upsells, and turning users into loyal product champions.
You will have the unique opportunity to help define and grow the Customer Success and Support function at ESGpedia. This includes shaping processes, setting retention and growth targets, and developing best practices to ensure every customer touchpoint adds value.

Job Responsibilities

• Act as the main post-sales business contact for institutional, corporate, and SME customers
• Lead customer onboarding, ensuring successful platform adoption, upselling opportunities, and continued engagement throughout the customer lifecycle
• Be product savvy, assist with invoicing, and guide customers through the ESGpedia registration and sign-up process
• Respond to customer queries and issues via phone, email, or other channels, ensuring timely and accurate resolution
• Serve as a subject matter expert on product usage, project management, and customer collaboration
• Identify customer needs, guide usage of specific product features, and communicate new functionalities or updates
• Support customers in the verification and assessment processes, ensuring smooth and compliant workflows
• Collect, document, and share customer feedback and issue logs with internal teams for continuous improvement
• Maintain proactive relationship management, identifying and mitigating risks to customer satisfaction, growth, and retention
• Drive a best-in-class customer experience, turning customers into long-term advocates and promoters of the business

Ideal Candidate
Requirements
Bachelors’ degree preferably specializing in Business/Banking/Computer Science related disciplines with at least 1 year of relevant experience in customer support, sales support, business development etc
Fluent in English and native language with excellent oral communication skills enabling effective communication with clients

Experience with using CRM tools, technologies and systems preferred

• Proficiency in Microsoft Office, especially PowerPoint, Words and Excel

• Act as the main post-sales business contact for institutional, corporate, and SME customers
• Lead customer onboarding, ensuring successful platform adoption, upselling opportunities, and continued engagement throughout the customer lifecycle
• Be product savvy, assist with invoicing, and guide customers through the ESGpedia registration and sign-up process
• Respond to customer queries and issues via phone, email, or other channels, ensuring timely and accurate resolution
• Serve as a subject matter expert on product usage, project management, and customer collaboration
• Identify customer needs, guide usage of specific product features, and communicate new functionalities or updates
• Support customers in the verification and assessment processes, ensuring smooth and compliant workflows
• Collect, document, and share customer feedback and issue logs with internal teams for continuous improvement
• Maintain proactive relationship management, identifying and mitigating risks to customer satisfaction, growth, and retention
• Drive a best-in-class customer experience, turning customers into long-term advocates and promoters of the busines