Customer Success Operations

📋 Description

• Serve as the initial contact for customer inquiries regarding general and technical product functionalities, pricing, and upgrades.

• Monitor, troubleshoot, and resolve customer requests and issues via chat, phone, and ticketing systems, escalating when necessary.

• Assist in daily Customer Success operations, which include managing tickets, organizing queues, aiding in backlog triage, and coordinating assignments.

• Ensure precise record-keeping in customer systems and tools (CRM, ticketing platform, billing systems) to maintain data completeness and consistency.

• Aid in customer onboarding and renewal processes, which involve collecting documentation, providing scheduling support, and coordinating internally.

• Generate routine reports, dashboards, and data summaries to assist with team tracking, Monthly Operating Reviews, and updates for leadership.

• Provide support for billing and account administrative tasks, including invoice tracking, data verification, and collaboration with Finance or Billing teams.

• Help with customer communications such as follow-ups, documentation delivery, and standardized outreach under the guidance of senior team members.

• Keep internal process documentation, templates, and knowledge base materials up to date.

• Assist with the administration of pricing, subscriptions, and account changes, ensuring requests are properly logged and routed.

• Aid in tracking team performance metrics and adherence to service levels.

• Identify process gaps, inefficiencies, or recurring issues and escalate recommendations for enhancements.

• Provide general administrative support for the Customer Success team, including coordinating meetings, tracking tasks, and facilitating cross-functional follow-ups.

• Perform additional operational and administrative duties as required.

⛳️ Requirements

• A Bachelor’s degree is mandatory.

• At least 1 year of experience in a business analyst, administrative, operations, customer support, or coordinator role is required.

• Excellent organizational and analytical abilities with a keen eye for detail and follow-through.

• Strong proficiency in Microsoft Excel.

• Basic familiarity with business software tools (email, spreadsheets, CRM, or ticketing systems).

• Exceptional written and verbal communication skills.

• Capability to manage multiple tasks, priorities, and deadlines in a fast-paced setting.

• Customer-focused attitude with a readiness to learn SaaS and operational best practices.

• Preferred: Experience in a SaaS, technology, or subscription-based business environment.

• Familiarity with CRM, ticketing, or billing platforms is advantageous.

• Exposure to customer success, support, or operations teams is beneficial.

• Experience utilizing AI tools in daily workflows is a plus.

🏝️ Benefits

• Opportunities for professional development.