Customer Success Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for parents.

• Manage sensitive or challenging interactions with empathy and composure.

• Address all inquiries promptly, with understanding and accuracy.

• Resolve login issues, account access challenges, and billing questions using Zendesk and Jira.

• Identify underlying causes whenever feasible.

• Clarify technical app limitations and functionalities in straightforward language.

• Refer complex issues to internal teams, such as Software Engineering.

• Keep customers updated on the status of their issues.

• Develop FAQ articles based on frequently asked questions.

• Report common bugs.

• Participate in beta testing.

• Gather issue reports and feedback to enhance the product.

⛳️ Requirements

• Minimum of 1 year of experience in customer support.

• Exceptional written communication skills with flawless grammar.

• Strong analytical and problem-solving abilities.

• A genuine desire to assist families in achieving success.

• Experience with apps or tools that aid in improving a child's sleep or behavior is advantageous.

• Ability to navigate multiple applications, social media platforms, and internal systems simultaneously.

• Familiarity with ticketing software such as Zendesk is strongly preferred.

• Must possess a reliable personal device (BYOD).

• Access to a high-speed internet connection.

• Willingness to consistently work a night shift schedule remotely.

🏝️ Benefits

• Comprehensive HMO coverage with a leading provider.

• Group Life Insurance.

• Paid leave credits.

• Government-mandated benefits.

• Performance incentives.

• Overtime Pay.

• Night Differential.

• 13th Month Pay.