Customer relations officer
Job Description
Posted on 15 May 2026
What you’ll be doing: High-Velocity Customer Communication
Act as the First Line of Response: Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary).Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response.
Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone.
Incident Management & Triage
End-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area (Edge Delivery / Protect / ID), severity, and reproduction steps.Intelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business day.
Ownership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks."
Onboarding & Implementation Support
Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordination.Technical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams.
Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule.Reporting & Operational Health
Daily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasks.
Weekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concerns.
CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibility.
Qualifications/Requirements
Qualifications and Requirements: Experience & Education
2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment.Proven track record of managing high-volume communication (Slack-heavy workflows are a plus).
Technical ProficienciesTicketing & CRM: Proficient experience in using Jira and HubSpot.
Collaboration Tools: Expert-level familiarity with Slack and Google Workspace.
Technical Literacy: Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers.
Core CompetenciesHyper-Responsiveness: A "speed-to-lead" mindset with the ability to maintain a 5-minute response time without sacrificing quality.
Proactive Organization: An "inbox zero" mentality and the instinct to follow up on stalled tasks before they become problems.
Communication Excellence: Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages.
Triage Skills: The ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2).
Work location
BAGUIO CITY, BENGUET
Remarks
No additional remarks
Apply now