Customer Success and Support Specialist

We are seeking a Customer Success Specialist to provide exceptional support and guidance to our customers. You will act as the primary point of contact, ensuring customers fully utilize our products, resolve technical issues, and have a positive experience.

Position: Remote / Onsite (depending on company policy)

Key Responsibilities

• Provide exceptional support to customers via email, chat, and phone, addressing product inquiries, technical issues, and general questions.
• Guide customers through the onboarding process, ensuring they understand and can effectively use our products.
• Act as the voice of the customer, providing feedback to the product team to improve features and usability.
• Identify opportunities for customers to get more value from our services and suggest upsell opportunities when appropriate.
• Troubleshoot and resolve technical issues, collaborating with the technical team to ensure timely resolution.
• Create and maintain documentation and knowledge base articles for customers.
• Track customer satisfaction metrics and take action to improve client relationships.
• Collaborate with sales and product teams to ensure customer needs are met.

Ideal Profile / Requirements

• Bachelor's degree or equivalent work experience.
• 2+ years of experience in customer support, customer success, or a related field, preferably in SaaS or tech environments.
• Strong written and verbal communication skills.
• Ability to multitask and manage multiple customer accounts simultaneously.
• Proficiency with customer support tools and CRM systems (e.g., Zendesk, Salesforce).
• Strong problem-solving skills and ability to work independently as well as collaboratively.
• Passion for helping people and delivering excellent customer experiences.
• Strong attention to detail and ability to manage customer expectations.