Customer Success Associate

Summary

Join Messari, a leading provider of crypto market intelligence products, as a part-time Customer Success Associate. You will build strong relationships with subscribers, maintaining deep product knowledge and effectively resolving issues. The ideal candidate is customer-focused, a self-starter, and adaptable to a fast-paced environment. Responsibilities include serving as the primary point of contact for customer issues, providing timely support, prioritizing tasks, maintaining documentation, managing customer accounts, staying updated on industry trends, partnering with sales, and providing feedback to product teams. The position requires strong problem-solving skills, excellent communication, and the ability to work independently and collaboratively. While a Bachelor's degree is preferred, relevant experience is also considered. This is a part-time, hourly contract position.

Requirements

• Bachelor's degree or equivalent experience preferred
• Fast learner, self-starter, flexible, and a proven ability to work in a demanding environment
• Strong problem-solving skills with an attention to detail and the ability to handle challenging customer interactions
• Strong empathy for customers to anticipate needs and foster confidence
• Excellent communication and interpersonal skills, with a focus on customer service
• Ability to work independently as well as collaboratively with cross-functional teams

Responsibilities

• Serve as the primary point of contact for customer’s product and subscription related issues via email
• Provide high-quality, timely, and accurate support to customer inquiries by troubleshooting and resolving or escalating to the appropriate team members when necessary
• Prioritize tasks and manage time efficiently to address ~20 inbound and ongoing queries per day
• Maintain customer success documentation including FAQs, user guides, videos, and knowledge base articles
• Manage customer accounts, track customer interactions, and keep records up-to-date
• Stay up-to-date on industry trends, competitive products, and customer needs to ensure we are providing the best possible customer experience
• Partner with Sales to provide insights on customer health, product satisfaction and usage, and opportunities for expansion
• Categorize and summarize client feedback for Product teams to shape future development

Preferred Qualifications

• 0-2 years experience in a SaaS-based customer organization with a proven track record in customer support, customer success, or related customer facing roles
• Familiarity with Salesforce CRM and Salesforce Service Cloud
• Experience working for a growth stage startup
• Knowledge or interest in the crypto industry or traditional financial markets
• Comfortable analyzing and reporting on large quantities of data
• Confident articulating, presenting, and debating complex problems with all levels of management

Benefits

• Competitive Salary and Employee Stock Options : We value your contributions to our success, offering competitive pay and stock options so you can share in our growth!
• 401(k) with 3% Match: Invest in your future with confidence—enjoy a 3% company match on your 401(k) contributions
• Flexible Time Off: No accruals, no limits—take the time you need when you need it. Just coordinate with your team, and enjoy!
• Health, Dental, & Vision: Your well-being matters—Messari covers 80% of health, dental, and vision insurance costs to keep you covered!
• Insurance & Savings: We offer an FSA for pretax healthcare savings, company-paid life insurance (1x salary), and short- and long-term disability coverage to keep you protected
• Paid Parental Leave: Care for your growing family with 18 weeks for primary caregivers and 4 weeks for secondary caregivers
• WeWork Access: Enjoy a WeWork All Access Pass for flexible, collaborative workspaces wherever you need them
• Remote & Flexible Work: Balance work and life your way—work from home or join us at our New York office. Plus, get a $500 stipend to set up your home workspace
• Community & Social Events: At Messari, we work hard and support each other. Enjoy fun events to relax, connect, and celebrate as a team!
• Learning & Development: Invest in your growth with a $1,000 annual stipend for professional development and continued education
• Health & Wellness Perks: Prioritize your well-being with an annual Rest Week and Recharge Week for all employees, plus Health Advocacy support through our Employee Assistance Plan