Customer Success Specialist

Summary

Join Frontier as a Customer Success Specialist at Tsunami Express, helping customers navigate memberships, manage accounts, and resolve inquiries while building the foundation for an amazing customer experience.

Requirements

• Customer Empathy: You are an exceptional listener, in order to understand and respond to customer needs. You have a genuine desire to help others and resolve their issues
• Communication Skills: Top-notch written and spoken communication abilities
• Ownership and Dependability: A strong sense of responsibility and the ability to deliver consistent, reliable results
• Team Player: You are highly collaborative and thoughtful in your approaches, whether you’re working with your own team or cross-functionally. You build trust easily with colleagues
• Adaptability and Curiosity: Comfortable with ambiguity and eager to embrace new challenges. You aren’t afraid to get creative to help solve a new problem. You’re able to learn new tools with ease

Responsibilities

• Provide exceptional customer service via phone, email and other channels, handling and resolving inquiries related to memberships, accounts, customer visits, and general feedback
• Execute on established playbooks to resolve customer issues efficiently and effectively, while assisting to document and improve processes that already exist
• Work cross functionally with operations and growth team members to resolve customer questions and issues
• Collaborate with the support team to identify patterns of customer pain points, refine support processes and improve the customer experience
• Assist with account updates, data management, and the analysis of customer support trends
• Document and track key learnings, ongoing issues, and share insights with other teams for visibility
• Help with other customer success projects as needed, such as outreach for payment information updates, proactively requesting customer feedback, researching customer accounts and more

Benefits

• $650 per month
• A robust vacation and PTO schedule