Customer Success Specialist Role

Customer Success Specialist

TANGGapp is looking for a Customer Success Specialist who is excited to lead our customer success team and improve TANGGapp based on customer feedback. Join our rapidly growing team and play a key part in our growth!
‍
‍Who We Are
‍TANGGapp is an international peer-to-peer mobile payment app and aims to be the international ‘Venmo’ across the seas for the 1.5 billion unbanked globally and migrant workers, starting with the Philippines. After more than 55x growth since launching remittances with limited ad spend, the company is entering an exciting growth phase and is ready to add fuel to this rocket.

Rebecca Kersch, the CEO and founder of TANGGapp, started the company in 2020 because of her personal connection to the challenges that migrant workers and their unbanked Filipino relatives face. Since founding TANGGapp, Rebecca has received multiple awards and accolades, including being selected for the Forbes Asia’s 100 To Watch List 2023. In addition to being Harvard-founded and backed with Harvard grants, TANGGapp’s investors include leading VCs in both the US and the PH. The startup is well-funded to accelerate its exciting growth.

We’re a global and remote-first team of self-starters and independent thinkers that wants to change the way global payments work by first making it easy, fast, and convenient to send money to the Philippines. We have an open-minded and inclusive culture with a diverse international team who come from all sorts of backgrounds and stages of life. We champion diversity and inclusion. We are a meritocracy, where the best ideas win no matter where they come from. The team is partly based in the U.S. as well as in the Philippines and India.

‍Why join TANGGapp?

High-impact role: We’re looking for someone who is excited to take the lead in building our customer success process and take ownership in crafting an amazing support experience for our customers. The role will entail both strategic thinking and on-the-ground work with our customers, and we need someone who’s thrilled about tackling a variety of responsibilities.

‍Social mission: Our driving purpose is to improve the lives of migrant workers and increase financial inclusion. We’re looking for someone who’s excited about our mission and will prioritize making our product accessible and inclusive for all users.
‍

What You'll Do

Craft an amazing customer support experience, one that makes TANGGapp stand out from the competition and boosts user happiness and retention
Build and maintain strong relationships with customers, understanding their needs, expectations, and usage patterns
Analyze customer feedback and insights, aiding in necessary improvements and enhancements to the product
Decide how to grow the customer support function, such as through researching CRM software and hiring more support staff
Respond to all customer emails as fast as possible and troubleshoot technical issues with engineering team
Handle customer calls on the phone for inquiries and product walkthroughs
Respond to messages and comments on Facebook/Instagram posts
Write content for the website FAQ and product features and functionalities
Fluently communicate with customers in both English and Filipino
Note: at a startup, responsibilities can change based on TANGGapp’s evolving needs. We expect our team members to be flexible and go with the flow on what needs to get done

Who You Are

0-2 years experience in customer success, sales, or technical support
Superb interpersonal, relational, and communication skills for representing TANGGapp’s brand and reputation
Highly detail-oriented and organized; you don’t ever forget to reply to an email, even if you receive 10 new emails per hour
Technical background, such as a computer science degree, preferred but not required
Ability to analyze problems, think critically, and communicate effectively under time pressure
Tech savvy and learns how to use new software quickly, such as Webflow and spreadsheets
Collaborative and can work cross-functionally with product, engineering, compliance, and marketing
Willing to get anything done for TANGGapp’s success with a positive, startup attitude
Enjoys the fast pace of an early stage startup

Join our fast-growing team