Customer Success Associate
📍 Location: Manila, Philippines
💼 Department: Client Operations Support (COPS)

Are you passionate about delivering exceptional client experiences? Do you thrive in a fast-paced environment where attention to detail and proactive communication make all the difference? If so, we want YOU on our team!

About the Role

As a Customer Success Associate, you’ll be the primary point of contact for our clients, ensuring their needs are met with precision and care. You’ll manage case-related concerns, oversee service delivery, and maintain compliance with client-specific standards and SLAs. Your role is critical in building trust and driving client satisfaction.

Why Join Us?

• Be part of a dynamic, collaborative team that values client success.
• Enjoy a normal office environment with flexible working hours.
• Opportunity to grow your career in client operations and relationship management.

What You’ll Do

• Serve as the go-to expert for client queries and case requirements.
• Day to Day Client Interaction (Client Query Support)
• Monitor and manage cases to ensure timely delivery aligned with SLAs.
• Review documentation for accuracy and completeness.
• Provide feedback to internal teams and proactively communicate with clients about delays or updates.
• Management and ownership of the client SLA
• Case governance resulting to achieving client SLA’s
• Handle first-level client escalations and ensure smooth resolution.
• Dispatch client reports with accuracy and professionalism.

What We’re Looking For

• Education: Bachelor’s degree in business, Marketing, Commerce, or related fields.
• Experience:
  • 1–2 years in client-facing roles and experience in client management
  • Experience in client coordination, account support, operations support, or customer engagement
  • Comfortable handling multiple ongoing requests, not just one‑off tickets
  • Strong organization, follow‑up, and documentation skills
  • Clear written and verbal communication
  • Comfortable working with trackers, reports, and basic documentation
• Skills:
  • Strong communication and interpersonal skills
  • Highly organized and detail-oriented
  • Proactive, customer-focused mindset
  • Ability to take initiative and work independently

• Client operations or engagement associate
• Account coordinator / account support
• Administrative or operations support with external stakeholders
• Customer support with ownership beyond ticket resolution

Important Note: The valid NBI Clearance is a required document during the interview process. 

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.