Remote Customer Support Specialist

Summary

Join our rapidly growing team at Zone & Co as a Customer Support Specialist and help customers maximize the value of our Excel-based financial reporting tool. As the primary point of contact for a portfolio of accounts, you'll drive product adoption, enhance customer satisfaction, and contribute to retention efforts.

Requirements

• Bachelor's degree with technical aptitude
• Proven experience in customer success, account management, or similar role, preferably in SaaS
• Strong problem-solving and analytical skills
• Strong proficiency in Excel and aptitude for learning new technologies=
• Excellent communication and presentation skills
• Flexibility to occasionally work outside standard business hours to support global customers
• Experience working with CRM systems (e.g., Salesforce)
• Ability to understand financial concepts
• Knowledge of financial reporting and accounting systems
• Experience with data analysis and visualization tools
• Familiarity with project management methodologies

Responsibilities

• Develop and maintain strong relationships with customers throughout their lifecycle
• Onboard new customers and conduct product training sessions
• Proactively engage with customers to understand their goals and challenges
• Provide expert guidance on product usage
• Monitor customer health metrics and take action to mitigate risks
• Identify and drive upsell/cross-sell opportunities within your portfolio
• Collaborate with sales, product, and development teams to advocate for customer needs
• Manage and resolve customer issues, escalating when necessary
• Contribute to the development of customer success strategies and processes