Customer Success Specialist

Summary

Join Tsunami Express as a Customer Success Specialist and be at the forefront of providing exceptional customer service. You will handle customer inquiries, resolve issues, and collaborate with cross-functional teams to improve customer experience. This role is crucial in building the foundation for an amazing customer experience within a rapidly growing company. You will work remotely from the Philippines, providing support via phone, email, and other channels. The position offers a competitive monthly salary and a robust vacation and PTO schedule. This is a unique opportunity to shape the customer support organization from the ground up.

Requirements

• Possess Customer Empathy: Be an exceptional listener to understand and respond to customer needs. Have a genuine desire to help others and resolve their issues
• Demonstrate top-notch written and spoken Communication Skills
• Show Ownership and Dependability: Possess a strong sense of responsibility and the ability to deliver consistent, reliable results
• Be a Team Player: Be highly collaborative and thoughtful in your approaches, whether working with your own team or cross-functionally. Build trust easily with colleagues
• Exhibit Adaptability and Curiosity: Be comfortable with ambiguity and eager to embrace new challenges. Be willing to get creative to help solve new problems and learn new tools with ease
• Have a Growth Mindset: Show an eagerness to learn and grow within a fast-paced, evolving environment

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