Customer Success Specialist

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

📋 Description

• Deliver ongoing tactical assistance to Customer Success (CS) leads for high-touch clientele.

• Address customer inquiries and support requests through email and Zendesk, ensuring prompt and high-quality responses.

• Monitor and document customer feedback, trends, and common challenges to inform internal teams.

• Assess and escalate product issues and bugs to the Product team, ensuring comprehensive documentation and follow-up.

• Identify potential upsell opportunities for low-touch customers and proactively highlight them.

• Manage low-touch customers to guarantee retention and satisfaction.

• Create, maintain, and improve written and video-based help center content, FAQs, and self-service resources.

• Assist in the creation of curriculum and training materials for the Learning Management System (LMS).

• Develop onboarding and training materials tailored for various customer segments.

• Create resources that align with the customer journey to enhance adoption and retention.

• Collaborate with CS, Product, and Marketing teams to ensure content remains current and meets customer needs.

⛳️ Requirements

• Over 2 years of experience in customer education, customer support, or a similar role within B2B SaaS.

• Exceptional written and verbal communication skills – capable of producing clear, concise, and engaging content.

• Strong project management and multitasking skills – able to juggle multiple priorities in a fast-paced setting.

• Tech-savvy – comfortable utilizing tools such as iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite, and Microsoft Office.

• A problem-solver who enjoys assisting customers and proactively enhancing processes.

• Highly organized and detail-oriented, with a systematic approach to completing tasks.

• Experience in a startup environment and the ability to adjust to changing priorities.

• Capability to quickly adapt and take ownership of tasks with minimal supervision.

• A proactive, customer-centric mindset with a commitment to delivering value.

• Flexible working hours to support customer coverage across different time zones.

🏝️ Benefits

• Permanent remote work flexibility.

• Paid Time Off.

• Health Maintenance Organization (HMO) coverage.

• Annual performance bonuses.

• Dedicated coaches provide an additional channel of support and skill development.

• Opportunities for professional growth.