Customer Success Specialist

Summary

Join Tsunami Express, a fast-growing car wash platform company, 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 other teams to improve customer experience. This role requires strong communication, empathy, and problem-solving skills. You will work remotely from the Philippines, contributing to a positive customer journey and helping build a strong foundation for customer success. The position offers a chance to grow within a dynamic environment and make a significant impact on the company's success. The work schedule is five days a week with two consecutive days off, operating within the US Central Time Zone.

Requirements

• Customer Empathy: You are an exceptional listener and care deeply about understanding and helping with customer needs. You have a genuine desire to resolve customer issues
• Communication Skills: Top-notch written and spoken communication abilities in English. You are comfortable and confident in English conversations
• 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
• Growth Mindset: An eagerness to learn and grow within a fast-paced, evolving environment. Our Customer Success organization is still new, and you will have the opportunity to help us become even better!
• Location - Philippines (Remote)

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 in documenting and improving processes that already exist
• Work cross-functionally with operations and growth team members to resolve customer questions and issues
• Collaborate with the Success 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

You will work 5 days a week but will have 2 consecutive days off