Customer Success and Onboarding Specialist

About Penbrothers 

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client 

Our client provides a software platform designed to support field service operations, helping businesses manage service requests, technician assignments, dispatching, and operational workflows. The platform serves customers in the security alarm and fire service industries, with a focus on improving coordination, streamlining processes, and delivering value through technology.

 

About the Role

We are looking for a proactive and customer-oriented Customer Success and Onboarding Specialist to support the ongoing development of our client's knowledge base and help documentation. Initially, you will focus on improving existing support resources by creating instructional videos, how-to guides, and other learning materials that help customers navigate and maximize the platform.

As the customer base grows, you will gradually take on more client-facing responsibilities, including customer onboarding, platform training, responding to support inquiries, and communicating new features and product updates. This role is ideal for someone with experience in software onboarding, implementation, training, or customer success who can simplify technical information and make software easier for customers to use.

What you’ll do

• Develop and maintain customer-facing knowledge base content, including how-to guides, instructional videos, and other learning resources.

• Convert existing text-based help documentation, screenshots, charts, and process instructions into clear, engaging video tutorials.

• Build on the platform’s existing help and support resources, prioritizing frequently used features and common customer questions.

• Use video editing and content creation tools to produce instructional materials with consistent formatting, presentation, and voice-over.

• Learn the client's platform thoroughly to explain its features, workflows, and functionality accurately.

• Support the organization and continuous improvement of knowledge base materials to ensure customers can easily access relevant information.

• Gradually take ownership of customer onboarding and platform training as the client base expands.

• Respond to customer questions, provide guidance on platform functionality, and assist users in navigating workflows such as service ticket creation, technician assignment, and dispatch coordination.

• Communicate new features, enhancements, and product updates to existing customers to encourage adoption and maximize the value of their subscriptions.

• Help address customer feedback, feature requests, and recurring support concerns by coordinating with the internal team.

• Collaborate with the development team to clarify product functionality, document new features, and ensure customer-facing materials remain accurate and up to date.

• Contribute to customer satisfaction, product adoption, and retention through effective training and proactive support.

 

What You Bring

• At least 3 years of experience in software onboarding, software implementation, customer training, customer success, or a related role.

• Experience explaining software functionality and translating complex processes into clear, easy-to-follow instructions.

• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and nontechnical users.

• Experience creating training materials, user guides, standard operating procedures, or instructional videos.

• Strong organizational skills and attention to detail, particularly when maintaining documentation and learning resources.

• A customer-focused mindset and the ability to understand user needs, resolve questions, and guide customers toward effective solutions.

• The ability to learn a new software platform quickly and develop a thorough understanding of its features and workflows.

• Confidence in conducting virtual training sessions, product walkthroughs, and customer conversations as the role evolves.

• A proactive and adaptable approach to working with a growing software business and an evolving product.

 

 Nice to Have

• Experience supporting software used in field service operations, security alarm services, fire protection, dispatching, or technician management.

• Familiarity with video editing tools, screen recording software, and AI-generated voice-over tools.

• Experience developing customer-facing knowledge bases, help centers, FAQs, or self-service support resources.

• Experience communicating software updates, facilitating product adoption, or supporting customer retention.

• Familiarity with SaaS products and subscription-based business models.

Our Hiring Process & AI Disclaimer:

We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation. 

Read our full AI Disclaimer to learn more

 

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.

Don't meet every single requirement? At Penbrothers we are committed to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but you don't feel 100% aligned with the qualifications, we encourage you to apply anyway. You may just be the right fit for this or other roles.