Customer Success Senior Analyst

Summary

Join our team as a Customer Support Associate and be the first point of contact for our valued customers, providing exceptional support and assistance. You will respond to inquiries, resolve issues, and ensure a positive customer experience. Utilize your strong communication skills to explain product features, troubleshoot problems, and guide customers. Collaborate with cross-functional teams to address concerns and contribute to product improvement. The ideal candidate is a proactive problem solver passionate about customer satisfaction and thrives in a fast-paced environment. This role reports to the Customer Support Manager and offers a remote work opportunity.

Requirements

• Be proficient in English and have exceptional written and verbal communication skills
• Have a Bachelor’s Degree
• Have a minimum of 2-4 years of relevant experience in customer support, communications, account management, sales, marketing or similar
• Be comfortable working across multiple departments in a deadline-driven environment
• Have Google Workspace experience
• Have strong organizational skills and project management skills
• Be able to handle highly confidential information
• Be analytical and have a process-oriented mindset
• Have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines (multitasker who can quickly adjust priorities)
• Be a self-starter, quick learner and highly organized with attention to detail
• Have the ability to follow up; know what’s going on at all times and respond quickly
• Be flexible, patient, persistent and have a team spirit attitude
• Have experience using CRM software and project management tools
• Work during office hours in the Pacific Time Zone (GMT -7)

Responsibilities

• Provide exceptional customer support and assistance by responding to customer inquiries, issues, and complaints via various channels such as email and chat
• Understand and effectively communicate and educate customers on the features, benefits, and functionalities of our products
• Troubleshoot and resolve technical problems, escalating complex issues to higher-level support or appropriate departments
• Ensure prompt and accurate documentation of customer interactions, including maintaining a detailed record of customer inquiries, actions taken, and resolutions provided
• Collaborate with cross-functional teams, such as product development and engineering, to address customer concerns and contribute to product improvement
• Maintain a positive and professional demeanor, demonstrating empathy, patience, and active listening skills while interacting with customers
• Strive to achieve high customer satisfaction metrics and contribute to overall retention
• Identify areas for process improvements and contribute to the development of customer support resources, such as FAQs, knowledge base articles and self-help guides
• Participate in ongoing training and professional development activities to enhance product knowledge and customer service skills

Benefits

• 100% Remote work (Work from wherever you want!)
• Competitive USD salary
• High-Speed Internet expenses allowance
• Generous Paid time-off (Vacation Time!)
• Additional 17 Flex Days (to use in national holidays or personal matters)
• Professional Growth Benefits in our E-Learning Platform (Coursera) (take your skills to the next level!) 🚀
• People Team Partner (to target your roadblocks and customize an action plan for your career path)
• Buddy Program
• Virtual After-Office Activities
• Diverse Culture & Inclusive environment