Employer Success Specialist (Enterprise) Japanese BPO BGC Nightshift

Key Accountabilities:

Employer Success & Relationship Management

● Serve as a primary point of contact for assigned employer accounts

● Build and maintain strong relationships with employers and key stakeholders

● Conduct regular check-ins and business reviews to understand hiring needs and challenges

● Ensure a positive client experience throughout the hiring process

Account Performance & Hiring Success

● Monitor hiring activity, account performance, and recruitment outcomes

● Identify hiring bottlenecks and recommend solutions to improve results

● Support employers in maximizing the value of the platform and available services

● Drive employer retention through proactive engagement and problem resolution

Operational Support & Coordination

● Coordinate with internal teams to address employer concerns and hiring challenges

● Escalate operational issues and follow through on resolution

● Support onboarding, implementation, and adoption of new processes or platform features

● Ensure accurate documentation and account management records

Execution & System Discipline

● Maintain accurate records across tools and systems

● Track employer engagement, hiring outcomes, and follow-up activities

● Adhere to quality, productivity, and service standards

KPI Ownership

● Employer retention and account health metrics

● Employer satisfaction indicators

● Platform adoption and engagement rates

● Hiring success and placement outcomes

● Timeliness and quality of issue resolution

Stakeholders & Collaboration

● Operational Manager/s

● Enterprise Employers and Hiring Managers

● Sales Team

● Career Support Team

● Product, Operations, and Platform Teams

Employer Success & Account Management

Manage assigned enterprise employer accounts; build trusted client relationships; conduct business reviews; drive employer satisfaction, retention, and successful hiring outcomes.

Operations & Process Excellence

Monitor account health, hiring performance, and KPIs; identify hiring bottlenecks; coordinate cross-functional issue resolution; support platform adoption and process improvements; maintain accurate CRM and account records.

Stakeholder Collaborations

Partner with Enterprise Employers, Hiring Managers, Sales, Career Support, Product, and Operations teams to ensure seamless service delivery, operational excellence, and positive client outcomes.

Startup Environment & Growth Opportunity

This role operates in a fast-paced startup environment that requires adaptability, initiative, and collaboration. A strong work ethic and a high level of self-learning are essential for success and growth in this role.

Role Purpose

The Employer Success Specialist is responsible for supporting enterprise employer accounts throughout their hiring journey by driving platform adoption, managing client relationships, resolving operational challenges, and ensuring successful hiring outcomes. This role owns account health,

employer satisfaction, and operational excellence within defined workflows.

Onboarding & Transition

This role is designed for an experienced professional who can quickly integrate and operate with minimal supervision.

Structured onboarding will focus on company processes, operational expectations (OEs), and key business information.

Counterparts and the Site Manager will provide ongoing guidance to support alignment and transition.

The expectation is to deliver impact early and operate independently within a short ramp period.

Required Qualifications

Bachelor's Degree preferred (or equivalent experience); 4+ years in Customer Success, Account Management, Client Services, BPO Operations, or related field

Excellent spoken English with confidence in client-facing and stakeholder discussions

Proven ability to identify client needs, resolve issues proactively, and drive successful outcomes; Strong organization and project coordination skills with the ability to manage multiple priorities

Experience managing employer/client relationships, account health, and hiring success metrics

Comfortable working in a fast-paced, high-growth startup environment

CRM experience and experience supporting US clients preferred

Proven ability to collaborate cross-functionally, manage operational workflows, and ensure high client satisfaction.

Proven experience establishing or scaling new accounts, campaigns, or operational processes from the ground up.

Demonstrated success in leading process improvement or business implementation projects.

Benefits:

Our Essentials Incentive (Probation Only)

* Granted during probation based on behavioral performance (work ethic, collaboration, etc.).

*May later be integrated into your basic salary upon regularization.

Sales Incentive

* Separate from the “Our Essentials Incentive (Probation Only).”

* Based on achieving sales KPIs or targets.

Performance Reviews

* Conducted twice a year (June and December) for regular employees.

* Potential salary increase every six months based on performance.

Leave Benefits

* 24 total leave credits per year (12 vacation + 12 sick).

Leave credits start accruing upon employment but can only be used after probation.

* Leave conversion benefit: Up to 10 unused credits convertible annually.

Government and Other Benefits

* Includes SSS, Pag-IBIG, PhilHealth, 13th-month pay.

* HMO coverage (Etiqa – Maybank Group) for employee + 2 dependents, effective Day 1.

Standard Allowances

* Php 3,000 - Transportation Allowance (Taxable)

* Php 1,500 - Rice Allowance (Non-Taxable)

The company will discuss full benefits to the selected candidate

Work schedule:

Graveyard

9 PM to 6 AM or 10 PM to 7 AM or 11 PM to 8 AM

(DST-dependent)

Interview process: Online or face-to-face