Customer Support Advocate

About Ignition: Revolutionizing Professional Services

Ignition, founded in 2013, is more than just a platform; it’s a partner for professional services businesses. We empower you to get paid faster and operate with greater efficiency. By automating proposals, client agreements, billing, and payment collection, we eliminate those tedious administrative tasks and put an end to late payments and unbilled work.

We integrate seamlessly with leading apps like Gusto, QuickBooks Online, Xero, and Zapier, streamlining your workflows and freeing up your valuable time. Over 7,000 accounting and professional services businesses worldwide rely on Ignition to boost profitability and streamline operations.

We’ve facilitated over 1.5 million client engagements and over 8 million payment transactions to date. With teams across Australia, Canada, New Zealand, the Philippines, the US, and the UK, Ignition is a truly global company with around 170 dedicated employees. Join us and be part of our exciting growth journey!

Our Core Values:

At Ignition, we live by a set of values that guide everything we do:

• We are better everyday
• We work without ego
• We are smarter together
• We hero our customer

Customer Support Advocate – Philippines (Remote)

Ignition is seeking a passionate and dedicated Customer Support Advocate to join our team on an 18-month fixed term contract. This is a fantastic opportunity to be the first point of contact for our valued clients and play a crucial role in ensuring their success. You’ll be based remotely in the Philippines.

About the Role: Your Impact

As a Customer Support Advocate, you’ll own customer communications from the initial request to the final resolution. But you’ll do more than just answer questions; you’ll actively contribute to scaling our support function, maintaining our knowledge base, improving processes, and collaborating with teams across the entire organization.

A Day in the Life: What You’ll Do

• Become a true product expert in all areas of Ignition.
• Own customer communications and issues, using tools like Intercom and occasional phone conversations.
• Gather customer feedback to influence product development.
• Identify and escalate bugs to the development team.
• Develop and improve processes to scale our support function.
• Create and maintain internal and customer-facing documentation (e.g., knowledge base articles).
• Collaborate closely with Key Account Managers, Retention, Implementation, and Marketing teams.

Your typical schedule will be between 2:00 PM and 10:00 PM PH Time, Tuesday through Saturday. Occasional flexibility may be needed for urgent requests or team member coverage.

What You Need to Succeed: Your Skills and Experience

• Proven experience in a customer support role.
• Proficiency with various Computer Software Systems, such as; Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills.
• The ability to listen to concerns and handle criticism professionally.
• A collaborative spirit and the ability to work both independently and as part of a team.

Who You Are: Your Personality

• You have a high attention to detail.
• You embrace feedback and use it to grow.
• You possess exceptional communication skills.
• You are systems and process-driven.
• You are adaptable and flexible when unexpected challenges arise.
• You are naturally organized.
• You thrive in a deadline-driven environment.
• You enjoy working in a collaborative team setting.

Why Join Ignition? Perks and Benefits

Join a rapidly growing global SaaS company with a collaborative, open, and transparent culture where ego has no place! We offer a stimulating environment with intelligent and curious colleagues.

• Competitive salary and employee stock options
• Generous vacation and wellbeing days
• Comprehensive health, dental, and vision benefits
• Annual education allowance for professional development
• Employee recognition program
• Quarterly wellness allowance
• Paid subscription to Headspace, EAP & Wellbeing Platform
• Flexible work environment with work-from-office reimbursement and mobile allowance
• Personal tax return assistance
• Night shift differential
• Birthday and volunteering leave
• Monthly virtual social events

We encourage you to apply, even if you don’t meet every single qualification. We believe in the power of diverse perspectives and transferable skills. Ignition is an equal opportunity employer committed to creating an inclusive environment for all.

If you require accommodations during the recruitment process, please contact careers@ignitionapp.com.