Customer Success Associate

Summary

The Customer Success Associate will handle customer inquiries, resolve issues, and collaborate with cross-functional teams at Thinking Cup Learning. The ideal candidate should have excellent communication skills, problem-solving abilities, and a passion for delivering outstanding customer service.

Requirements

• College diploma; additional education or training in customer success is a plus
• 1+ year Proven experience in a customer success role, preferably in a fast-paced environment
• Experience using a CRM or shared inbox tool like Salesforce, Pipedrive, Front, Missive, etc
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to remain calm and professional in stressful situations
• Proficient in using customer service software, databases, and other relevant tools
• Strong time management and organizational skills
• Ability to work independently and as part of a team
• Positive attitude and a genuine desire to assist clients and the business

Responsibilities

• Respond to customer inquiries through various channels, including phone, email, chat, and social media, in a timely and professional manner
• Address and resolve customer issues and concerns, providing accurate information and appropriate solutions to ensure customer satisfaction
• Collaborate with cross-functional teams, including product development, marketing, and operations, to resolve complex customer issues and provide feedback for product improvements
• Maintain detailed and accurate records of customer interactions, transactions, and feedback in the customer relationship management (CRM) system
• Monitor and report on customer success performance metrics, identifying opportunities for improvement and contributing to the development of customer success best practices
• Stay up-to-date on company products, services, and policies to ensure accurate and consistent information is provided to customers
• Provide input and suggestions for improving customer success processes and overall customer experience
• Assist in training and mentoring new customer success team members as needed
• Participate in client engagement & lead generation event planning and execution when necessary

Benefits

Salary range - $62,400 - $62,400