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Joel O. — Mid-Level B2B SaaS Customer Success Specialist from Philippines

Joel O.

Mid-Level B2B SaaS Customer Success Specialist

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Joel O. is a seasoned Client Experience Specialist with extensive experience in the B2B SaaS and BPO sectors, specifically focusing on APAC and EMEA client relationships at Multiplier Technologies Inc. During his tenure from December 2022 to October 2025, he notably enhanced the client experience by supporting global employers in hiring international talent compliantly under Employer of Record frameworks. As a pivotal figure in client success, he collaborated with cross-functional teams such as Sales, Onboarding, Payroll, and Product/Tech to deliver high-quality outcomes, exemplified by consistently maintaining a 95% CSAT and earning commendations on G2 and Trustpilot platforms. Joel expertly utilized AI tools like Copilot and ChatGPT for thorough research and swift issue resolution. His proficiency in Zendesk, Salesforce, and other support tools has been instrumental in managing client accounts effectively, resulting in enhanced customer satisfaction and retention.

Experience

  • Client Experience Specialist

    MULTIPLIER TECHNOLOGIES INC. · 2022 — 2025
    Supported global employers and employees in legally hiring international talent through Multiplier entities, covering full-time employees and independent contractors. Collaborated with cross-functional teams, including Sales, Onboarding, Payroll, Benefits, Finance, Payments, Offboarding, Contracts, and Product/Tech as the Voice of the Customer. Onboarded users to the platform, addressing inquiries related to product use and technical issues. Managed B2B client accounts, ensuring prompt resolution of concerns regarding invoicing, salary calculations, offboarding, and legal matters. Delivered support through multiple channels including Zendesk, Intercom, HubSpot, Zoom, Google Meet, Google Workspace, Microsoft Office, Slack, and Notion. Utilized AI tools such as Copilot and ChatGPT for research and issue resolution. Maintained high service quality and customer satisfaction across complex HR and payroll cases.

  • Customer Support Specialist

    CERIDIAN (Talent2 HRBPO) · 2022 — 2022
    Handled a high volume of calls and emails to assist customers with intricate benefits and payroll inquiries. Maintained consistent, high-quality customer service while adhering to KPIs and CSAT targets. Provided accurate issue resolution for Ceridian HCM products and service inquiries using Avaya and an internal knowledge base for efficient troubleshooting.

  • Chat & Email Support Representative

    SOUTHCALL BUSINESS OUTSOURCING INC. · 2020 — 2021
    Managed order processing and customer support for EatStreet food delivery services through chat and email. Used Salesforce and Google Workspace to document cases, manage tickets, and track order-related issues. Coordinated with merchants to confirm product availability while efficiently resolving customer concerns regarding orders, cancellations, and refunds.

  • Customer Service Representative

    IQOR · 2018 — 2019
    Delivered customer support for Metro by T-Mobile prepaid accounts, ensuring high-quality service. Troubleshot Apple and Android device issues related to activation, signal, and connectivity. Assisted customers with inquiries about plans, billing, and promotional offers while resolving account and service issues accurately.

  • Chat Support Representative

    TELETECH · 2017 — 2018
    Provided customer support for DoorDash food delivery services, assisting with real-time order tracking. Coordinated with dashers and merchants to address delivery issues while monitoring status and ensuring accurate documentation of concerns.

  • Technical Support Representative

    CONVERGYS (ALABANG) · 2016 — 2017
    Supported customer service for AT&T subscribers in a seasonal account. Managed customer account information, assisted with plan adjustments, and performed basic troubleshooting on Apple devices. Addressed billing inquiries while maintaining precise documentation.

  • Customer Service Representative

    CONVERGYS (STA ROSA) · 2016 — 2016
    Assisted customers with Macy's credit accounts, providing support on account details and billing inquiries. Explained credit terms, payment options, and resolved discrepancies while ensuring compliance with data privacy standards.

  • Customer Service Representative

    EXPERT GLOBAL SOLUTIONS · 2014 — 2015
    Provided voice support for a US healthcare account (Anthem Blue Cross Blue Shield), assisting nurses and physicians. Verified patient eligibility, benefits, and coverage while managing patient records and claims inquiries according to HIPAA compliance.

Skills & Expertise

Customer Service and Admin SupportCustomer ServiceCustomer SupportPayrollAccount ManagementHR Generalist

Education

  • BS Business Administration
    Philippine Women's University - Calamba · 2012 — 2013