About The Role
We are looking for a proactive and empathetic Customer Success & Support Specialist to join our high-impact POD. In this dual-role position, you will be responsible for driving customer success and retention while also serving as the first line of support for customer inquiries. As part of a POD that includes sales, onboarding, and activation specialists, youll be the go-to person ensuring customers achieve value from our platform and have a frictionless experience.
This role is ideal for someone who loves building relationships, solving problems, and helping users succeedbalancing both strategic and operational responsibilities in a fast-paced, collaborative environment.
Job Description:
- Customer Onboarding & Activation: Support the onboarding of new clients post-sale, helping them get to first value and guiding them through activation milestones in collaboration with the onboarding manager.
- Relationship Management: Act as a trusted point of contact for assigned customers, ensuring satisfaction, usage, and ongoing engagement with the product.
- Support Ownership: Handle inbound support requests via email, chat, or phone, resolving issues efficiently and escalating when necessary.
- Issue Resolution: Troubleshoot user questions and problems related to platform functionality, setup, and usage, working cross-functionally when needed.
- POD Collaboration: Work closely with SMs and onboarding specialists to ensure a seamless customer experience across the lifecycle.
- Proactive Success Management: Monitor customer health, usage patterns, and feedback to proactively prevent churn and identify upsell or cross-sell opportunities.
- Knowledge Management: Contribute to internal documentation and customer-facing help center content to reduce repeat issues and improve self-service.
- Feedback Loop: Capture and relay customer feedback to the product and engineering teams to help shape product improvements.
- Customer Education: Conduct training sessions or webinars to guide customers through new features or best practices.
Job Requirements:
- 24 years of experience in customer success, customer support, or client-facing roles (preferably in SaaS, fintech, or B2B platforms).
- Excellent communication and interpersonal skills with a customer-first mindset.
- Ability to troubleshoot and explain technical concepts clearly to non-technical users.
- Highly organized, with strong problem-solving skills and the ability to multitask across users and requests.
- Familiarity with support tools (e.g., Zendesk, Intercom, Freshdesk) and CRM platforms (e.g., HubSpot, Salesforce).
- Experience working in a team-based or POD structure is a plus.
- Empathetic, patient, and resilient under pressure.
- Passion for helping users succeed and a proactive approach to building relationships.
- Professional proficiency in English is mandatory.
