Customer Success Manager
Remote (North America) — Consultant, long term contract
We’re looking for Customer Success Manager to join our team, working alongside our support and sales teams to provide top-notch customer care to our growing user base. You’ll provide phone and email support that’s both commercial, administrative and technical in nature. You’ll give customers in-depth product advice and first/second level technical support. The ideal candidate is smart, organized and extremely proactive. This position is suited to someone who is a real self-starter with a customer-centric attitude. Based on the remote nature of this position, you’ll need to be extremely comfortable working autonomously in a fast-paced environment.
Responsibilities
- Respond to a variety of incoming support, sales and product inquiries from new and existing customers in a timely, professional and effective manner
- Handling sometimes complex customer requests or complaints through from initial contact until resolution
- Support the sales team with business-related activities and hand over leads
- Take responsibility for customers having a great experience with our product
- Work with the tech team to report common user issues, suggest improvements and convey important feedback
Requirements
- A third level qualification discipline
- Native English
- Experience with customer communications/support software (Zendesk, Intercom or similar)
- Ability to handle a high volume of customer care tickets
- Excellent written and verbal communication skills, the ability to explain complex topics simply
- A genuine interest in internet culture and technology
- Available to work North American timezone office hours
Nice to Have
- Prior experience in a support role
- Understanding of common web technologies
- Remote team experience
- Startup experience
- SaaS experience
