When we launched Clarix, we had a strong product but a tiny team. Our biggest gap was customer success — users were churning not because the software was bad, but because nobody was guiding them through onboarding or responding to support tickets fast enough. Hiring locally in Berlin for a customer-facing role was expensive and slow. We needed someone yesterday.
OnlineBestJobs.ph solved that problem within two weeks. I was initially concerned about time zone overlap, but the Filipino professionals I interviewed were entirely comfortable working hours that overlapped with our European customers. The English proficiency was exceptional — Nico, the customer success specialist we hired, writes with more clarity and warmth than most native speakers I've worked with professionally.
In his first three months, Nico reduced our churn rate by 18%, rebuilt our onboarding email sequence, and created a help documentation library from scratch. He has since taken on responsibility for our product feedback loop, triaging user suggestions and turning them into structured reports our dev team actually uses. He is one of the most valuable people on our team, full stop — and the cost structure makes it possible for an early-stage startup like us to offer enterprise-quality support.
