Client Success Specialist

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Oversee incoming support tickets through Zendesk

• Diagnose technical and messaging issues reported by clients

• Explore delivery challenges, registration problems, segmentation issues, platform functionality, and account configuration mistakes

• Collect comprehensive details and replicate reported problems

• Accurately document troubleshooting processes and results

• Appropriately escalate issues with complete context

• Professionally engage with clients during high-pressure scenarios

• Keep precise updates on tickets and internal notes

• Recognize trends, recurring issues, and opportunities for process enhancement

• Collaborate with Client Success, Registration, Messaging Ops, and Product teams

• Support clients with platform functionalities and best practices

• Prioritize urgent matters while managing ongoing ticket workload

• Achieve support performance goals, including first response time, customer satisfaction, resolution time, documentation, ownership, and prioritization

⛳️ Requirements

• Minimum of 2 years in technical troubleshooting or technical support roles

• At least 2 years of experience in a ticket-based support environment

• Proven ability to manage multiple support cases concurrently

• Experience in troubleshooting software/platform-related issues

• Excellent written communication skills

• Capability to articulate technical concepts clearly to non-technical users

• Proficient in thoroughly documenting troubleshooting steps

• Ability to work autonomously in a remote setting

• Strong organizational skills and meticulous attention to detail

• Zendesk experience is preferred

• Familiarity with Slack is preferred

• HubSpot experience is preferred

• Google Sheets experience is preferred

• SaaS support experience is preferred

• Experience with Messaging/SMS platforms is preferred

• Familiarity with the RumbleUp platform is preferred

• U.S. residency is required

• Availability to work Monday through Friday during assigned U.S. time-zone hours

🏝️ Benefits

• Health insurance

• Vision insurance

• Dental insurance

• Paid Time Off (PTO)

• 401(k)