Job Description

As a member of the Customer Success Team, you'll focus on maximizing customer satisfaction by embodying our core value: "Delight Customers." Your daily tasks will involve engaging with customers through calls, emails, and chats to help them achieve their goals.

By joining our team, you'll contribute to a supportive environment that encourages personal growth, accountability, innovation, and collaboration.

Responsibilities

Serve as the First Point of Contact: Provide timely responses to customer support inquiries, prioritize requests, and escalate issues when needed.
Support Proprietary Software: Assist customers with using our software via phone, email, and remote sessions.
Coordinate Internal Workflows: Work closely with the Customer Success Team and other departments to ensure customers have an exceptional experience at every stage of their journey.
Collaborate on Solutions: Work with team members to address customer concerns, prepare for meetings, and develop strategies for upcoming issues.
Partner with Sales and Marketing: Help improve customer satisfaction, encourage referrals, and contribute to the creation of case studies.
Review and Improve the Customer Journey: Analyze how customers are supported, identify pain points, and use a consultative approach to help them resolve challenges and reach their goals.
Onboard New Customers: Lead customers through the onboarding process, ensuring a smooth transition and successful adoption of the software by providing training, resources, and hands-on guidance.
Customer Forms Creation and Maintenance: Develop and maintain custom forms to meet customer needs, ensuring accuracy, usability, and alignment with their specific requirements.
Develop New Processes: Help create and implement new processes to improve efficiency and enhance the overall customer experience.

Qualifications

Bachelor’s degree preferred
Familiar with CRM and/or ticketing system (HubSpot)
Proficient in G Suite and/or Windows Operating System and related tools
Remote support tool experience
Ability to scale approach based on varying degrees of customer technical competence
Excellent communication (writing and speaking) and ability to offer an enhanced customer experience.
Strong interpersonal skills, including empathy and active listening, to build meaningful relationships with customers.
Display strong leadership skills and problem-solving abilities, while handling multiple deadlines
A highly organized and tenacious record-keeper who logs and maintains customer notes in relevant systems
Proven ability to collaborate cross-functionally with teams such as Sales, Product, and Development to advocate for customer needs and drive results.
Demonstrated ability to work independently, take initiative, and effectively manage time and priorities.

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits: