Customer Success Specialist

Summary

Join AudioEye as a Customer Success Specialist and provide exceptional service to our customers. You will take ownership of customer requests, answer product questions, and educate customers on our platform. This role requires strong communication and problem-solving skills, experience in customer support, and familiarity with help desk and CRM software. You will identify customer needs, troubleshoot issues, monitor complaints, and ensure resolution. Additionally, you will check website installations, analyze product malfunctions, update internal databases, inform customers of new features, and coordinate client audits. The position also involves conducting surveys, creating reports, processing renewals, and making numerous daily phone calls.

Requirements

• At least 2 years experience in a customer support role
• Experience working at a Software company
• Experience using help desk software and remote support tools (Zendesk, Hubspot Service Hub, Jira Service Desk, etc…)
• Experience with Customer Relationship Management software (Salesforce, Hubspot, etc…)
• Excellent communication and problem-solving skills, with strong multitasking abilities
• Patience when handling tough cases with upset customers
• Experience working with Google Sheets and/or Excel
• Experience taking and making 30 plus phone calls per day

Responsibilities

• Identify customer needs and assist with feature usage, troubleshooting, and account or billing issues
• Monitor customer complaints and follow up to ensure resolution, escalating to management or Technical Support as needed
• Check customer websites to confirm correct installation of products and services
• Analyze and report product malfunctions by testing different scenarios or impersonating users
• Update internal databases with technical issue details and share workarounds or feature requests with the team
• Inform customers about new features and functionalities
• Coordinate with clients to define audit scope, launch audits on time, and provide ongoing support
• Conduct outbound surveys and collect feedback to share with Product, Sales, and Marketing teams
• Create and update spreadsheets for reporting needs
• Process customer renewals

Benefits

• Work with a talented but humble team
• Competitive compensation and equity
• Weekly paid family meal
• 401k, medical, dental, and vision insurance
• Flexible and Generous PTO Policy: If you feel you need a break to recharge, we encourage you to take it!
• 15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
• To support remote work conditions, AudioEye provides each employee a one-time stipend of $300