Customer Support Associate at Workstream

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, HR TechnologyIndustries

Requirements

Median first response time: Less than one minute
Issue resolution time: Less than 24 hours
CSAT score: 95%
Positive, empathetic, and professional attitude

Responsibilities

Serve as the primary point of contact for customers via phone, email, and chat
Promptly and accurately respond to customer needs and resolve issues efficiently
Escalate complex issues to appropriate teams, including teammates and engineering
Maintain a positive, empathetic, and professional customer service demeanor
Proactively check in with clients until the issue is resolved
Participate in initiatives to drive company growth (training, product testing, recommendations)
Partner with the Success team to set up clients, make modifications, and assist with onboarding and training
Build and update customer and internal knowledge bases (articles, video walkthroughs)

Skills

Key technologies and capabilities for this role

Customer SupportPhone SupportEmail SupportChat SupportIssue ResolutionCustomer SuccessKnowledge Base ManagementCSATEmpathyCommunication

Questions & Answers

Common questions about this position

Is this customer support role remote?

Yes, this is a permanently remote position with a remote-first culture.

What benefits does Workstream offer for this role?

Benefits include pay wired directly to your bank account, $50 monthly stipend, annual bonus, performance-based bonuses, flexible PTO, company time off during major US and PH holidays, company-issued device, career fast track, and learning from Stanford, MIT, Google, and Harvard alumni.

What is the salary for the Customer Support Associate position?

This information is not specified in the job description.

What does the team at Workstream look like?

The team is 60%+ remote, with members from Stanford, MIT, Google, and Harvard, supporting a remote-first culture in a rapidly expanding company.

What skills or qualities make a strong candidate for this role?

Strong candidates should excel at prompt customer support via phone, email, and chat, meeting metrics like under one-minute first response, under 24-hour resolution, and 95% CSAT, while maintaining a positive, empathetic attitude and contributing to company growth initiatives.

Workstream

HR platform for hiring and onboarding

About Workstream

Workstream.us is a platform that helps businesses streamline their hiring and onboarding processes, particularly for hourly workers. It offers tools for applicant tracking, digital onboarding, payroll management, and employee engagement, all designed to attract and engage job candidates effectively. The platform uses artificial intelligence to automate HR tasks, allowing businesses to focus more on their employees. Workstream differentiates itself by providing a comprehensive suite of HR solutions tailored for hourly worker employment, with a subscription-based revenue model.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$114.8MTotal Funding

SERIES_BCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Benefits

Medical, dental, & vision

Paid counseling sessions

Competitive market compensation

Generous stock

Flexible PTO

Paid parental leave

Professional development

Risks

Emerging HR tech startups may erode Workstream's market share.

AI-driven solutions face potential biases, leading to legal and reputational risks.

Economic downturns in the restaurant industry could impact Workstream's revenue.

Differentiation

Workstream offers a comprehensive HR platform tailored for the hourly workforce.

The platform integrates AI to automate and streamline HR tasks efficiently.

Workstream's multilingual AI chatbot enhances communication for diverse workforces.

Upsides

Growing demand for AI-driven HR solutions boosts Workstream's market potential.

Mobile-first HR solutions are increasingly popular among deskless and hourly workers.

Subscription-based model provides steady revenue and upselling opportunities.

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